Providing high-level service is expensive and time consuming. Business leaders want their organizations’ support responses to be efficient and effective so that when a customer has a problem, complaint, or question, the customer receives quick answers, straightforward resolutions, and accurate results.
Because the service desk is the first point of contact for the company. its response to customers’ problems and concerns can do much to enhance the reputation of the company. The service desk also provides an organized and coordinated front line to its technical support staff members who are often working independently in various geographical locations.
The Service Desk SMF TaskMap template provides an effective way to visualize and understand the key stages and steps involved in providing effective service desk management.
Adapted from The Microsoft Operations Framework. The Microsoft Operations Framework (MOF) 4.0 is provided with permission from Microsoft Corporation.