This article provides an overview of the ITIL Service Desk process.

The service desk is a function that is the go-to place for contacting IT. This contact is usually via a web site and application, or via the phone, chat etc. Automated events will also be directed to the service desk. The service desk will deal with first-line incidents, service requests (including password resets) and general queries. There are different ways to set up a service desk, however one of the key themes to gain customer satisfaction (and the organisation continues to feel value) is to ensure that the service desk is trained to deal with basic queries and problems, rather than directing everything to other departments.

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