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A service desk is a communications center that provides a single point of contact (SPOC) between a company and its customers, employees and business partners. The purpose of a service desk is to ensure that users receive appropriate help in a timely manner. Download this free guide.
Process 2: Identify and Map Services. Service maps are used throughout the IT organization to clarify the dependencies between SLAs, OLAs, technologies, customers, and the impact to the service delivery. They identify the resources necessary to deliver a service described in the service catalog, who delivers that service, and who consumes it. A service map represents a service from the perspective of the business and the user. It is divided into five sections: Customers. A categorized list of individuals and groups who use the service.