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What is Service Desk

Chapter 4
Handbook of Research on Information Communication Technology Policy: Trends, Issues and Advancements
Service Desk is the centralized customer-provider interface for service management functionalities between a customer and a provider.
Published in Chapter:
Business Continuity Planning in Business-Aligned IT Service Management
Stewart H. C. Wan (Hong Kong Science and Technology Parks Corporation, Hong Kong)
Copyright: © 2011 |Pages: 14
DOI: 10.4018/978-1-61520-847-0.ch004
Abstract
This chapter aims at presenting the common planning issues in service-oriented Information Technology (IT) management. They include the following aspects - the key issues for implementing ITIL (IT Infrastructure Library) based IT service management in practical case, how to improve the understandings of business services in IT operations as well as the role of business continuity planning (BCP) processes in IT service management. In commercial operations, it is common for IT functions to have different focus with business functions. Business-aligned IT management forms one of the missions for senior management especially the IT manager. The exercises in initiating and implementing BCP provide a platform for an organization’s management to realize the mapping of IT and business operations, which kick-off the campaign of business-aligned IT services.
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