For IT organizations of all sizes, the service desk represents one of the most important core activities, requiring daily management. If you are looking to implement a helpdesk for the first time, the process can seem intimidating, especially if the goal is to follow ITIL® best practice recommendations from the beginning help desk process flow.

Service desks play a key role in ensuring the availability of all the services that the IT organization provides and supports. While a well-implemented service desk can drive efficiencies across the organization, a poorly executed one can really hurt business. Organizations striving to improve and mature service management often begin by establishing customer service that embraces ITIL standards service desk job.

ITIL not only offers the best practices for incident management and request fulfillment, two of the main functions of the service desk, but also describes how organizations should assign and share the responsibilities of operating the service desk to ensure optimal efficiency, responsibility and exceptional service

In this blog we will take a more in-depth look at the roles and responsibilities associated with managing and operating an IT service within your organization.