Example Discipline

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ITIL Service Desk

Cost / Benefits


  • Personnel to man Service Desk (Set-up and ongoing)
  • Accommodation Physical location (Set-up and ongoing)
  • Software Tools (Set-up and ongoing)
  • Hardware Infrastructure (Set-up)
  • Education Training (Set-up and ongoing)
  • Procedures external consultants etc (Set-up)


  • Improved Customer Service perception and satisfaction
  • Increased accessibility through a single point of contact, communication, and information
  • Better-quality and quicker turnaround of customer requests
  • Improved teamwork and communication
  • Enhanced focus and a proactive approach to Service provision
  • A reduced negative business impact
  • Better managed infrastructure and control
  • Improved usage of IT support resources and increased productivity of business personnel
  • More meaningful management information to support decisions.

One key benefit of a Service Desk is the provision of management information;

  • Staff resource usage
  • Service deficiencies
  • Service performance and target achievement
  • Customer training needs
  • Associated costs

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