It fulfills all the functions of a Help Desk.
It allows planning, structuring and providing the delivery of IT services.
It is the central and single point of contact between users and ITSM it help desk roles and responsibilities.
Helps restore service to the user with minimal impact and generates reports.
It includes a catalog that defines what resources and processes are needed for each service.
It allows the service to be requested by the user.
Use satisfaction surveys and KPIs ( key performance indicator r - key performance indicator ).
Provides support to all departments of the organization under the name of enterprise service management ( business service management ).
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