As dispersed employees become more and more dependent on computer systems and software to do their jobs, companies find providing IT and application support for their end-users increasingly challenging. Therefore, the service desk is pivotal for any IT support operation. Service desks are where hardware and software issues are reported, as well as where resolution [...]

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The Information Technology Infrastructure Library (ITIL) is a best practices framework that outlines how IT teams should operate in order to properly support their organization’s corporate objectives. According to ITIL, the service desk (also referred to as a helpdesk or call/contact center) is the centerpiece of any successful IT Service Management (ITSM) operation. In order [...]

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