CIO Research Library

The service desk is the last place you should try to cut back. For external-facing organizations, quality support keeps customer loyalty and repeat business high and ensures that partners and suppliers can do business with you cost effectively. For your IT organization, which supports internal customers, quality service drives up employee productivity by ensuring that problems are resolved, questions are answered, and requests are filled promptly. Having a solid service desk, where agents can quickly prioritize issues based on business impact, also helps you prevent or minimize outages of business critical services and the associated lost revenues.