Service Desk Defined

April 29, 2008 @ PMThink! Project Management Thought Leadership from Frank M

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A good, yet challenging, definition of the service, or help, desk. ... ... "Service Desk Definition: - resolves 60% or more of incoming incidents and requests without any escalation - improves customer satisfaction significantly, when first level resolution is at 50% or more - reduces costs and time to fix incidents - keeps businesses running efficiently " ... Via Service Desk


This article is syndicated from PMThink! Project Management Thought Leadership . The original article is available here. Read more in PMThink!, Project Management News .

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