The Service Desk Handbook
A guide to service desk implementation, management and support
Created by IT Governance Publishing, Sanjay Nair
Explore practical strategies for building and managing a modern service desk. Learn how to structure teams, implement effective processes, and leverage new technologies to improve support operations. Discover ways to measure performance and adapt to changing industry trends.
IT Governance Publishing | Jul 2025 | 102 min
What You Will Learn
You will build your understanding step by step, starting with the core principles of service desk management. Through real-world scenarios and actionable strategies, you will learn how to structure teams, set up essential tools, and measure performance. Guidance on adopting new technologies ensures you stay ahead in a changing landscape.
Key Features
- Learn to design and implement efficient service desk structures
- Master performance tracking using key metrics and customer feedback
- Discover how to integrate AI and emerging technologies for better support
Target Audience
This content is ideal for IT service desk managers, support staff, and professionals with some experience in IT support or service management. If you want to improve your service desk operations, lead high-performing teams, or keep up with the latest trends in support technology, you will find clear, practical guidance here.
