When assessing the service desk’s performance, quality is the primary measure looked at, as it directly relates to customer satisfaction

As organizations implement monitoring technology, service desks may be located near or with the data center operations control team so that both teams can share service and network monitoring systems.  

It is considered best practice to have the service desk handle service requests as part of the incident management process.  This enables the service desk to accurately measure how effective their handling of service requests is.

Service desks that operate 24 hours a day don’t need any more security than those open during regular business hours

Regardless of the size of a service desk, the physical layout must facilitate efficient communication among analysts to avoid situations such as having more than one analyst working on the same incident

Large software companies often use ____ as they hire people from countries in another part of the world.

First contact resolution rate refers to the percentage of incidents resolved by the service desk.

In the ____, organizations began to value nontechnical certifications for IT professionals.

Some smaller companies act as one-stop-shops, which means that the service desk is fully responsible for resolving all incidents and service requests, even if they need to do extensive research or even programming changes.  

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