A dedicated number of staff handling Incidents and service requests best describes a Service Desk.
IT Operations Control and Facilities Management are included in IT Operations Management. Those operations include ::
1. Technical Management2. IT Operations Control3. Application Management4. Facilities Management5. Standard Operating Procedures (SOP) 6. IT Operations Management7. Service Desk8. Operations Log
An agreement between an IT service provider and another part of the same organization. An OLA supports the IT service provider's delivery of services to customers. The OLA defines the goods or services to be provided and the responsibilities of both parties.
* For an example there be an OLA - between the IT service provider and a acquiring department to obtain hardware in discussed times - between the Service Desk and a support group to provide Incident resolution in accepted times.
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