The service desk is the foundation of all other IT service management processes. For IT to become a strategic and trusted partner in the business, they must stabilize first. Service desk improvement is an exercise in organizational change. Engage specialists across the IT organization in building the solution. Establish a single service support team across the IT group and enforce it with a cooperative, customer-focused culture. No simple formula exists for improving service desk maturity. Identify your service support challenges and draw on best-practice frameworks intelligently to build a structured response to those challenges. An effective and timely service desk must be built on the right foundations. Understand how service desk operational structures affect cost and ticket volume capacity. Discover how incident management workflows can improve ticket handling, prioritization, and escalation paths, how request fulfillment processes create opportunities for streamlining and automating services, and how knowledge sharing supports all the processes that drive effective service support.