We all have our own definitions for successful service desks but here's a report from Katherine Lord, Gartner analyst, nailing down the significant building blocks of a winning service desk.

Katherine Lord is a Research Director in the IT Operations Management team of Gartner. She helps clients understand the key metrics, best practices, and core processes required for IT to deliver meaningful service and support that align with the goals of the business.

We recommend that you read this report to understand how you stack up against the IT service delivery benchmark and learn how to make a difference to your service desk starting from day one!

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