Help desk management services provide centralized information and support management service to handle a company’s internal or external queries and operational problems about IT-related processes, policies, systems and usage. Services include product support capabilities, including elements of hardware and software support, logging of problems, and results analysis (results analysis means analyzing the results of calls taken to resolution of those calls for entry into self-help database, problem trends to suggest permanent fixes and so forth); dispatch of service technicians or parts; training coordination; and other IT-related issues.

Improvements in Efficiency and Accuracy Top Reasons for Buying Help Desk Software, According to Report.