The IT Service Desk functions as the primary point of contact between end users and the IT organization or service provider. Often, its goal is described as “to restore service to and to fulfill requests from users as quickly as possible.” However, best practices suggest that the Service Desk be given a broader role—beyond that of the traditional Help Desk—a role that spans the processes of incident, problem, change, and asset and configuration management. Organizations looking to adopt this approach using traditional technologies face the realities that these technologies are often not flexible enough to meet their needs, lack integration across the rest of their systems management tools, and do not deliver process optimization to match their efforts in adopting best practice approaches, such as those offered by the Microsoft Operations Framework (MOF).
System Center Service Manager Beta 1 is released
