Microsoft System Center 2012 Service Manager Cookbook

Creating an IT Service Desk process

This section provides an example of what is typically required to create a Service Desk process.

Getting ready

Service Desks are organization specific but share a common goal. The goal of most Service Desks is to be the central point of contact for customers in the following areas:

• Request for services
• Unplanned outages or interruptions to services
• Feedback channels for improvement to existing services
• Coordination and tracking of active requests and incidents

A prerequisite for creating a Service Desk process is to define what role it would play in the overall ITSM strategy.

Service Desks principles are defined in the ITIL© Service Operations books. Plan to review the industry best practice before creating an organization ...