IT Service Desk, is a single point of contact from the user with the IT department. The evaluation and measurement of the success of the activities supported by the IT department are: Satisfaction of users of IT services. Thus, to serve users (customers) in the best way is to understand the expectations of the customer; enhance the level of satisfaction, satisfied with the quality of IT services, service attitude, improve the service.
The 'Service Desk and Incident Management' process aims to restore IT Services to their defined Service Levels as quickly as possible The process is also responsible for receiving and processing Service Requests, for assisting users, and for coordinating the Incident Resolution with Specialist Support Groups. Throughout the process, users are informed at regular intervals about their Incidents' status.
The toolkits for IT Service Desk will help improve operational support to better as: recorded support requests, checklist of employees, the standard installation instructions and assess the capacity of IT staff.