• Provides a single point of contact for customers. • More than just a help desk or call centre. • Focal point for reporting incidents and making requests.
• Provides an interface for Service Management activities
– Change, Problem, Configuration, Release, Service Level, Continuity
• Keeps users informed of events, actions and opportunities that are likely to affect them.
• Facilitates the restoration of normal operational service
– With minimal business impact on the customer – Within agreed SLAs and business priorities.