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  1. ITSM.tools
    https://itsm.tools

    The ITIL 4 Service Desk Practice Guide - ITSM.tools

    • For anyone familiar with previous versions of ITIL, practices effectively replace “ITIL processes” (where processes were used to manage the delivery and support of IT services). Of which the ITIL 4 servic… See more

    The ITIL 4 Service Desk Practice

    One of the practices, the ITIL 4 service desk practice, was acknowledged in … See more

    ITSM.tools
    Let’s Dive A Little Deeper Into What A Service Desk Is

    The purpose of the ITIL 4 service desk practice as defined as “to capture demand for incident resolution and service requests. It should also be the entry point and single p… See more

    ITSM.tools
    Empathy Is A Key ITIL 4 Service Desk Practice Concept

    One of the key concepts of the ITIL 4 service desk practice is service empathy – “the ability to recognize, understand, predict, and project the interests, needs, intentions, a… See more

    ITSM.tools
    Other ITIL 4 Service Desk Practice Guide Content

    Example ITIL 4 service desk practice success factors (think critical success factors (CSFs)), such as: 1. Enabling and continually improving effective, efficient, and conveni… See more

    ITSM.tools
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    Table of Contents
    The ITIL 4 Service Desk Practice
    Let’s Dive A Little Deeper Into What A Service Desk Is
    Empathy Is A Key ITIL 4 Service Desk Practice Concept
    Other ITIL 4 Service Desk Practice Guide Content
    What is ITIL 4 service desk practice?
     
  1. Incident management and service request management are the classic ITIL practices; previously they were one process but later separated. The service desk practice is a newly introduced practice. Previous ITIL versions included the service desk function, but the purpose of the new service desk practice is limited to enabling communications.

    Service desk, incident and service request management | Axelos

    www.axelos.com/resource-hub/white-paper/itil-2000-words-incident-service-desk-request-management
    www.axelos.com/resource-hub/white-paper/itil-2000-words-incident-service-des…
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  4. Axelos
    https://www.axelos.com › resource-hu…

    Service desk, incident and service request …

    WEBJul 1, 2021 · 1. Introduction. ITIL 4 includes 34 management practices, each with a 30-40 page practice guide, which are available online. This paper will explore the following practice guides: incident management. service …

  5. itsm-docs.com
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    7 Essential ITSM Service Desk Best Practices You …

    WEBSep 5, 2023 · Effective Communication: Through the Service Desk, clear lines of communication are established between IT teams and end-users. This transparency fosters collaboration, trust, and better understanding …

  6. Atlassian
    https://www.atlassian.com › itsm › service-request...

    Best Practices for Building a Service Desk | Atlassian