Service Desk
The point of communication between the service provider and all its users. A typical service desk manages incidents and service requests, and also handles communication with the users.
Impact
The Service Desk is the "Sensor Network" of IT. It detects issues before monitoring systems do, via user feedback.
Weinto take
We automate the Service Desk with ChatOps. Users shouldn't email a ticket; they should chat with a bot in Slack/Teams. The bot can resolve common issues (reset password, grant access) instantly. Human agents only handle the complex exceptions.