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A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both users and IT staff, [ 7 ] and also to satisfy both Customer and IT Provider objectives.
Due to a wave of phishing attacks utilizing Microsoft 365 in early 2021, [6] Microsoft uses algorithms to automatically detect and block phishing attempts with Microsoft Forms. [7] Also, Microsoft advises Forms users not to submit personal information, such as passwords, in a form or survey.
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Service catalogs are implemented in a manner that facilitate the registration, discovery, request, execution, and tracking of desired services for catalog users. Each service within the catalog typically includes traits and elements such as: Clear ownership of and accountability for the service (a person and often an organization).
Technical support is often subdivided into tiers, or levels, in order to better serve a business or customer base. The number of levels a business uses to organize their technical support group is dependent on the business's needs regarding their ability to sufficiently serve their customers or users.
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Responding to growing dependence on IT, the UK Government's Central Computer and Telecommunications Agency (CCTA) in the 1980s developed a set of recommendations designed to standardize IT management practices across government functions, built around a process model-based view of controlling and managing operations often credited to W. Edwards Deming and his plan-do-check-act (PDCA) cycle.