Employees, who are often called “end users,” might see the service desk as “the face of IT” – because it’s the most likely the primary human contact they will have with their IT organization. The service desk also plays a key role for them, as the providers of help and new services.

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To the end user, the service desk is a “one stop shop” for all IT-related issues and requests. And as such, it needs to be fit for purpose. Yet so often, it’s either taken for granted or dealt with as an afterthought – something that “needs to be there” rather than the corporate asset that it actually is.

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This whitepaper gets back to basics to provide guidance on the key areas to focus on when creating, or improving, an IT service desk:

• People

• Process

• Product, and

• Partner perspective.