ITIL-4 - Understand 7 ITIL practices - Section 7.3
Explain the service desk and service level management practices in detail, including the role of the service desk and well-defined service level agreements.
Explain the service desk, the single point of contact whose purpose is to capture demand for incident resolution and service requests, emphasising empathy and the user experience. Explain service level management, including the characteristics of a good SLA: simple, outcome-based, and agreed with the customer rather than focused on watermelon metrics that look green while the user experience is poor.
Service deskSingle point of contactService level managementService level agreementWatermelon SLA
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