Page 112 - ITIL® Foundation 3.15

help desk and attempt to get “direct” support from those resources for which they have direct numbers.
As technology has changed and the business has become more dependent upon IT to deliver (both decision-able data and end-product revenue); recognition that a more standardized approach to a defined level of delivery must be implemented. The service desk today is being expected to be more than the help desk of yesterday. Today, we must answer questions across a wide area of expertise, and knowledge. The service desk may be given the task of developing and delivering end-user training; and that training is expected to increase end-user productivity.
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