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 Directory of Software & Services for ITIL and ITSM: The ITIL Help Desk Contact Us ITIL

The ITIL Service Desk

(Formerly the ITIL Help Desk)

Service/Help Desk

The Service/Help Desk plays an important part in the provision of IT Services. It is very often the first contact the business users have in their use of IT Services when something does not work as expected. The Service/Help Desk is a single point of contact for end users who need help. Without this, an organization could certainly face losses due to inefficiencies.

The two main focuses of the Service Desk are Incident Control and Communication.

There are different types of Help Desk, the selection of which is dependant upon what the business requires. Some Help Desks provide a simple call logging function, and escalate calls to more experienced and trained staff. Others provide a high degree of business and technical knowledge with the ability to solve most incidents at the time that the business user reports them.

See the ITIL Toolkit for more information on the Service Desk.

Service/Help Desk Activities

Other than for the Call Centre, Service or Help Desks tend to embrace the following: receive all calls and e-mails on incidents; incident recording; incident prioritisation, classification and escalation; search for a 'work around'; update the end user on progress; handle communication for other ITIL processes; report to management, process managers and customers on service desk performance.

Service Desk and IT Security

As the Service/Help Desk is generally the first contact a business user has when reporting something out of the ordinary, the skill and assiduity of the Help Desk staff can often prevent recurrence of incidents, and instigate measures that will limit the impact of any breaches in IT Security.

Help Desk Software

A range of help desk software solutions are now available on the market. However, the browser based Site HelpDesk Software Solution pro-actively embraces ITIL and other best management practices - an approach which is becoming increasingly common.


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