The Service Desk provides a single point of contact for communications between the Customers and IT staff.  This strategic position enables the Desk to provide significant efficiencies not otherwise available.
The Desk provides consistent service interactions for the Customer and is trained how to translate their requests into specific action plans.  The consolidation of this flow provides critical usage metrics, closure rates and visibility on exceptions.  Within this ongoing trend information, service issues are visible and it becomes possible to systematically eliminate them. 

The ability to achieve this goal is predicated on the Desk team fundamentals are solid, the software has the advanced features necessary to capture and organize these specifics and Field staff is working in collaboration with the Desk.  For this last point, it is critical that the Desk and Field staff report to the same Manager.
Knowledge Collaboration Incident Management
Problem Management Metrics