Service Desk (ITILv3):    [Service Operation] The Single Point of Contact between the Service Provider and the Users. A typical Service Desk manages Incidents and Service Requests, and also handles communication with the Users.

See also: TBD

Cross References: Function

Service Desk (ITILv2):    An alternative name for a Help Desk, often used when the link to other Service Management processes is considered important. It is increasingly the name given to a front line support group who add value by doing a high proportion of first time remote fixes.

See also: Incident Control, Incident Management, Agreed Service Time, Problem Management, Single Point-of-Contact, Support Hours

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