Essentials Report

Topic Overview: Help Desk/Service Desk

April 7th, 2008
With contributors:
Simon Yates , Mary Ann Rogan


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.

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