Example Discipline

Return to the:
ITIL Service Desk


1) To provide a single point of contact for Customers

2) To facilitate the restoration of normal operational service with minimal business impact on the Customer within agreed service levels and business priorities.

The main types of Service Desks are:

Call Centre: only call dispatching, no other activities done

Unskilled Service Desk: call despatching, incident tracking, feedback mechanism to clients

Skilled Service Desk: large number of incidents are solved at the Service Desk

Expert Service Desk: incorporates Incident Management and Problem Management (partly). Most incidents are solved at the Service Desk

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