Assessment References

In overall terms, the introduction of a Service Desk can be expected to produce benefits both for the business and

for the provision of the service, including:
improved customer service, perception and satisfaction
increased accessibility through a single point of contact, communication, and information
better-quality, and speedier turnaround of customer requests
improved teamwork and communication
enhanced focus and a proactive approach to service provision
a reduced negative business impact
better managed infrastructure and control
improved usage of IT support resources and increased productivity of business personnel
more meaningful management information for decision support.

Source: ITIL Service Management Section 4.1.8