Service Desk Overview

The HPE Service Manager Service Desk application, referred to as Service Desk throughout this chapter, supports the service desk function of the Information Technology Infrastructure Library (ITIL) with its User Interaction Management processes for the IT service and the customer base. The Service Desk application provides a single point of entry to the other Service Manager applications and enables you to document and track all calls received by the service desk.

Service Desk incorporates the essential concepts of ITIL to ensure that the best practices of IT service management are applied to the service desk to aid end customers, ensure data integrity, and streamline communication channels in the organization.

This section describes how Service Desk implements the best practice guidelines for the Service Desk Interaction Management processes.

Topics in this section include:

• Service Desk within the ITIL framework
• Service Desk application
• Service Desk process overview
• Input and output for Service Desk Interaction Management
• Key performance indicators for Service Desk Interaction Management
• RACI matrix for Service Desk Interaction Management