Benefits of Implementing a Service Desk

Ref: http://www.infosectoday.com/Articles/ITIL_and_Security_Management.htm

Benefits of Implementing a Service Desk

• Increased first call resolution
• Skill based support
• Rapidly restore service
• Improved incident response time
• Quick service restoration
• Improved tracking of service quality
• Improved recognition of trends and incidents
• Improved employee satisfaction

Processes Utilized by the Service Desk

• Workflow and procedures diagrams
• Roles and responsibilities
• Training evaluation sheets and skill set assessments
• Implemented metrics and continuous improvement procedures