From the course: IT Service Desk: Service Management
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Key service desk practices
From the course: IT Service Desk: Service Management
Key service desk practices
- The purpose of the service desk practice is to capture the demand for incident resolution and service requests. Capturing demand is achieved by funneling all requests and incidents through a single point of contact, called a SPOC, for users to interact with a service provider. Traditionally, the service desk was recognized as a function or a team of people who not only recorded all interactions but were expected to resolve many of the repetitive issues submitted to the service desk. Once an incident was escalated outside of the service desk, it was considered the responsibility of the function that that person assigned was part of. For example, an event might have been escalated to the security team, and at that point, it would no longer fall under the service desk practice. However, with the adoption of practices versus processes, we must rethink terminology. There's a difference between the service desk practice and…
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