The Service Desk is, in fact, an operational aspect of the important process of Problem Management, e.g. incident control. The reason why the Service Desk is recognised as a separate function, is that the Service Desk is the central point of contact between the IT department and its users/clients. From this perspective the Service Desk is closely related to Service Level Management.


Furthermore, there is an important link with Configuration Management. Incidents can be attributed to a Configuration Item. If this link is supported by software, a forceful aide in mapping weak links in the IT infrastructure evolves. ITIL is a strong supporter of such a link. Simultaneously, the Incident can be solved simpler and faster by searching by C.I., category and/or error code and applying a previously used solution.


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