ServiceDesk solves technical issues and user requests and informs them about the solution; also informs of changes in the IT environment.
ServiceDesk and Incident Manager responsible for the user IT support.
Single point of contact for the users of a particular IT service. Takes care of incidents and requests, their timely solution by the provider. Sometimes also informes users about changes, downtime, and trainings. Often works in shifts.
Incidents solved within the scope of the SLA.
Service Manager, Technical Process Manager