IT Service Excellence Tool Kit: How to meet and exceed customer expectations to ensure customer retention

A service desk understands that information offers technology solution providers (TSPs) strategic advantages and ensures proper mechanisms are in place for the data to be analyzed, produced and distributed seamlessly.

The best service desks manage information delivery by utilizing Information Technology Infrastructure Library (ITIL) best practices to deliver these services. According to the ITIL, a service desk is the single point of contact between users and IT service management. Tasks include handling incidents and requests, and providing an interface for other ITIL processes. The primary functions of the service desk are incident control, life cycle management of all service requests, and communicating with the customer.

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