Theoretically, in ITIL, there are two roles in the service desk. The first one is for accountability – service desk manager and then the person responsible for carrying out activities – service desk agent. But, in reality, it is not possible to run service desk operations using the two roles. We need a hierarchy, a functional one rather than a hierarchical one.Read More»
I believe that if you get the service desk structure and implementation right, half your job is done. Service desk is the most important unit of any organization, and they make or break your business. So, beware, and take extra care on how the service desk is put in place.
Service desk topic is huge, and this post is just the beginning. I will briefly introduce the service desk function and state some of the functional characteristics.Read More»