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2. IT service management - Wikipedia

   en.wikipedia.org/wiki/IT_service_management

   A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both users and IT staff, [7] and also to satisfy both Customer and IT Provider objectives.

3. List of computer occupations - Wikipedia

   en.wikipedia.org/wiki/List_of_computer_occupations

   Software analyst; Software architect; Software design; Software engineer; Software project manager; Software quality analyst; Software test engineer (Tester) Solution architect; Support technician (Help Desk) System administrator; Systems analyst; Systems architect

4. Help desk - Wikipedia

   en.wikipedia.org/wiki/Help_desk

   A help desk is a department or person that provides assistance and information, usually for electronic or computer problems. [1] In the mid-1990s, research by Iain Middleton of Robert Gordon University [2] studied the value of an organization's help desks. It found that value was derived not only from a reactive response to user issues, but ...

5. Technical support - Wikipedia

   en.wikipedia.org/wiki/Technical_support

   Technical support is often subdivided into tiers, or levels, in order to better serve a business or customer base. The number of levels a business uses to organize their technical support group is dependent on the business's needs regarding their ability to sufficiently serve their customers or users.

6. Helpdesk and incident reporting auditing - Wikipedia

   en.wikipedia.org/wiki/Helpdesk_and_incident...

   Determine if management defines the help desk mission statement. Also, the auditor should evaluate whether management has established clear responsibilities for the help desk. Evaluate the help desk service level by determining the management's methods of performing services. This can be accomplished by asking these questions:

7. Service integration and management - Wikipedia

   en.wikipedia.org/wiki/Service_integration_and...

   Lead supplier as service integrator: One of the clients's existing service providers is responsible for service integration in addition to its original service delivery responsibilities. External service integrator : An independent third-party company is responsible for service integration without additional service delivery responsibilities.