What benefits can it bring? Here we will answer them one by one. Almost everyone has used telephone help services from telecommunications, banks, hotels, etc. They are service desk (Service Desk) applications in traditional service industries. Similarly, a help desk in IT operations management also needs to provide support for all users for all IT issues by providing a single interface, such as a hotline number. The difference is that the IT service desk targets IT users in the organization. Why should we set up an IT operation and maintenance management service desk

As a summary of the best practices in IT operation management, in the martial arts secret book ITIL, there are many successful routines such as incident management, change management, and problem management, etc. The IT service desk (hereinafter referred to as the service desk) is the central nervous system that ensures the true success of these routines.

The basic function of the service desk is to receive various requests from IT users for usage problems, and directly solve related problems for users within the specified time. If complex problems are encountered, they will be transferred to second-line support, and the solution needs to be tracked. And provide timely feedback to ultimately solve user problems. On this basis, the service desk also records the service process and results in order to analyze and summarize and improve the speed of problem solving.