The Service Desk plays a critical role in ensuring that IT can support the business in a timely and cost-effective manner. An effective service desk can improve response time to issues, lower the cost per incident, provide better utilization of resources, and most importantly, understand the allocation of resources based on impacts to the business.

Knowing how to define the processes is critical to implementing an effective Service Desk.

• What are the metrics you need to capture?Â
• How should calls be routed?
• What other systems should be integrated with the Service Desk?
• How should escalations be handled?
• What are your knowledge base needs?
• Should you offer self-service, and what will be your cost savings?

CTI has more than 14 years of experience helping customers design and implement Service Desk solutions using ITIL best practices.