Example Discipline

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ITIL Service Desk


To introduce and maintain a successful Service Desk, it is essential that:

  • Business needs are understood
  • Customer requirements are understood
  • Investment is made in training for Customers, support teams and Service Desk staff
  • Service objectives, goals and deliverables are clearly defined
  • Service levels are practical, agreed, and regularly reviewed
  • The benefits are accepted by the business.

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