A Service Desk is a functional unit made up of a dedicated number of staff, responsible for dealing with a variety of service events, often made via telephone calls, web interface, or automatically reported infrastructure events.The Service Desk is a vitally important part of an organization's IT Department and should be the single point of contact for IT users on a day-by-day basis - and will handle all incidents and service requests.The value of an effective Service Desk should not be underrated - a good Service Desk can often compensate for deficiencies elsewhere in the IT organization, but a poor Service Desk (or the lack of a Service Desk) can give a poor impression of an otherwise very effective IT organization!It is therefore very important that the correct calibre of staff is used on the Service Desk and that IT Managers do their best to make the desk an attractive place to work to improve staff retention.There is a critical difference between Service Desk and Help Desk: the Service Desk is a key component of the management of the overall process. The Help Desk is a component of the end to end process that is focused on end user needs.

Functionele ondersteuning ict-toepassing, inclusief change-management, incident-management, release-management, problem-management

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