Dexon BPM

This is one of the main functionalities of the quality standards in technology management known as ITIL. Service desk is a development of help desk, used in the 70´s by IBM (Knapp, 2010). The purpose of service desk is to bring support to the quality of communication processes related to customers, through the coordination of processes and technologies used for that task. For that reason, service desk is, mainly, “a customer service organization that contributes to a company’s bottom line by delivering services that meet the needs of its users” (Knapp, 2010).

The basic components of service desk are people, this is, all the personnel in charge of the management of the tools for coordination of processes related to communication; technology, related to the kind of tools used by the company, their quality, efficiency and adequacy for business strategy; information, because through the intelligent use of it, a good service can be brought to customers; and processes, this is, the way in which the activities aiming to meet customers’ needs are organized (Knapp, 2010).

There are different modalities of service desk depending on the kind of company where it is implemented. This varies regarding customers and the way in which processes are articulated between themselves. It is important to make an implementation that can assure that functionalities of service desk are the right ones for the company.