Service Desk Function definition
Service Desk Function. Is the Single Point of Contact between the IT Service provider and the Users. A typical Service Desk manages Incidents and Service Work Requests, and also handles communication with the Users. Service Desk Services The service desk services performed by Transport or a Third Party Supplier. Service Failure Analysis (SFA) A technique that identifies underlying causes of one or more IT service interruptions. Service failure analysis identifies opportunities to improve the IT service provider's processes and tools, and not just the IT infrastructure. It is a time constrained, project-like activity, rather than an ongoing process of analysis.