Library

Incident Management: Building an ITIL Process

Incident management involves identifying and resolving disruptions to IT services. Discover how to create a successful incident management process.

Article

What is an IT Service Desk? Definition, Benefits, and Implementation

Discover what an IT service desk is, the benefits it can bring to your organization, and the most cost effective way to implement one in this guide.

Article

Service Desk vs Help Desk: Differences and Use Cases

Find out the difference between a service desk and a help desk, and learn which best meets the needs of your organization’s end users.

Ebook

The Importance of First Contact Resolution

First Contact Resolution (FCR) at the Service Desk is a critical metric because of its powerful impact on both service cost and service quality.