Building a Winning Service Desk

The Service Desk not only handles incidents, and Service Requests, it also provides a route for customers to interact with all IT processes, including change requests, procurement, service level management, and sometime extend beyond traditional IT Services. This paper gives a roadmap and key considerations for setting up an efficient Service Desk encompassing the traditional and evolving expectations from the new age Service Desk. As the ITIL best practices suggest, IT Service Desk, must have having access to known errors and resolution data. The paper shall enable the Service Desk managers either planning to set up a Service Desk or managing a Service Desk to consider the implications for their organizations.