For Infrastructure & Operations Professionals

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	April 7, 2008 Topic Overview: Help Desk/Service Desk by Chip Gliedman with Simon Yates, Mary Ann Rogan	Average: 7  (6 ratings)

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Executive Summary

Technology has become an integral underpinning of virtually all business interactions. However, just as a smoothly running infrastructure can enable business users to succeed, flaws in this technology or training can impede business progress. To support business users in the use of technology in the performance of their tasks, every organization has established some form of support organization. At its best, this service desk anticipates and resolves problems before they affect business; at its worst, this "helpless" desk can subvert the entire IT/business relationship and impede the overall effectiveness and growth of the organization. Establishing a smoothly running service desk, therefore, should be an imperative of IT management at every organization.

TABLE OF CONTENTS

• Why The Help Desk/Service Desk Matters
• Forrester's Take On The Help Desk/Service Desk
• The Basics
• Best Practices
• Trends And Forecasts
• Vendor And Product Comparisons
• Related Topics
• For More Information
• Related Research Documents

This is an excerpt