METHOD FOR IMPLEMENTING SERVICE DESK CAPABILITY

摘要

A service desk (10) capability is accessible by customers of the service desk, the customers including external customers, (14,18)e-commerce customers, and global customers. The service desk (10)includes means for solving problems and incidents reported, and also means for tracking and reporting the service desk's perform ance in solving the problems and incidents. A method for providing the service desk (10) capability is also disclosed.