Gartner Research

How to Build a Successful Service Desk

Published: 21 April 2015

ID: G00275951

Analyst(s): Katherine Lord


The IT service desk is instrumental in reducing the impact of incidents, providing timely service, and delivering a positive end-user experience. IT service desk leaders must focus on creating a successful IT service desk as a crucial element for excellence in service delivery.

Table Of Contents
  • Key Challenges



  • Measure End-User Satisfaction
    • How and Why to Measure End-User Satisfaction
  • Create a Customer-Focused Sense of Purpose
  • Engage Service Desk Personnel
  • Build the Right Team

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