ITILFND – ITIL Foundation

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  To maintain user satisfaction with the quality of IT services

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  To detect changes of state that have significance for management of an IT service

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  To provide a channel for users to receive standard services that they are expecting

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  To minimize the impact of incidents due to service failures that cannot be prevented
  
  

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  The desk is co-located within or physically close to the user community it serves

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  The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

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  The desk provides 24 hour global support

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  There is a single desk in one location serving the whole organization