Service Desk

translates to German

Service Desk Der Single Point of Contact für die Kommunikation zwischen Service Provider und Anwendern. Ein Service Desk bearbeitet in der Regel Incidents und Service Requests und ist für die Kommunikation mit den Anwendern zuständig.

has evolved from

Service Desk function The Single Point of Contact between the Service Provider and the Users. A typical Service Desk manages Incidents and Service Requests, and also handles communication with the Users.

contains

Service Desk function metrics

Service Desk function organizational structures

Service Desk function role

Service Desk function staffing

Service Desk objectives The primary aim of the Service Desk is to restore the ‘normal service’ to the users as quickly as possible. In this context ‘restoration of service’ is meant in the widest possible sense. While this could involve fixing a technical fault, it ...

is referenced from

service desk customer facing support group who do a high proportion of the total support work

Operations Bridge a physical location where IT Services and IT Infrastructure are monitored and managed;

will combine many activities, which might include Console Management, event handling, first-line network management, Job Scheduling and out-of-hours support (covering for the Service Desk and/or second-line support groups if they ...

is one of

Functions in ITIL V3

Source: Service Operation (OGC)

• 6.2 Service Desk