In ITIL, the service desk function performs a number of critical tasks. To say it is simply the traditional help desk renamed does not do the service desk justice. In many respects, the service desk's role as the single point of contact is one of the most important facets because the service desk personnel are customer facing. In other words, the professionalism, communication skills and overall attitudes of service desk personnel will reflect upon the entire IT organization and serve as the measure by which all of IT will be judged. In terms of benefits the service desk brings, this paper explores its role as the single point of contact between IT, customers and users.
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