Service Desk Management Services

What is a Service Desk?

According to ITIL, the definition of a Service Desk is the single point of contact between users and IT Service Management. Tasks include handling incidents and requests, and providing an interface for other ITIL processes. The main functions of a Service Desk are incident control, life cycle management of all service requests, and communicating with the customer.

A Service Desk, understands that information offers companies strategic advantages and it ensures proper mechanisms are in place for the data to be analyzed, produced and distributed seamlessly. HerVill Group’s Service Desks manage information delivery by utilizing Information IT infrastructure Library (ITIL) best practices to deliver these services. The Service Desk is the first contact in an an organization for any and all IT questions

The Service Desk is designed to optimize services on behalf of the business and oversee IT functions. Thus, a Service Desk does more than making sure IT services are being delivered at that moment, it manages the various lifecycles of software packages used to provide critical information flow by utilizing ITIL best practices.

These best practices enable an IT service provider to ensure end user data is being delivered consistently under many different scenarios. Since the Service Desk is a Single Point of Contact (SPOC) it understands that there are many reasons services can be interrupted. A Service Desk has the means within its hierarchy to monitor and manage each layer of service from beginning to end.