Keywords
helpdesk
computers
servicedesk
call center
How to Cite
Abstract
This publication describes the best practice about ServiceDesk a primary IT capability called for in IT Service Management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). The ServiceDesk handles incidents and service requests. The ServiceDesk differs from a Call center, Contact center or a Help desk by offering a more broad and user-centric approach, which seeks to provide a user with an informed single point of contact for all of their IT requirements.
References
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