Respond more quickly to urgent business needs and incidents while simultaneously providing stable, secure and predictable IT services, despite the fact that the systems on which the business operates are typically fragile and hostile to change. Sound familiar? Improving operational reliability and communications between ITSM functions and processes begins at the Service desk. I have to quote a coworker of mine at this point “All things flow through incident management”. The service desk is the eyes and the ears of the IT organization. If you think about it and utilize the service desk from both an operational and tactical perspective , ensuring that all of the other ITSM processes and functions are feeding accurate and up to date information and data that the service desk needs, they can become the glue that that binds the entire organization together in alignment with both IT and strategic business goals. A single great process alone cannot deliver as much value to th