For the managed service provider (MSP), service desk capabilities play a critical role in the level of service that customers receive, and in the degree to which those services are delivered efficiently and profitably. In short, the service desk can make the difference between a service provider’s success or failure.

This paper offers some key principles MSPs should adopt in order to ensure their service desk most fully supports operational efficiency, optimal service levels, and business growth, including:

• Deliver self-service capabilities
• Establish shared services
• Build process consistency and configurability
• Leverage analytics
• And more.