A handy guide for IT Service Desk Analysts, Managers, and infra leaders who are part of IT support service. This book contains building blocks, and detailed steps to build and manage a strong service desk team for exceptional customer service. Emphasis on continuous learning through regular training, knowledge sharing, and focusing on motivation and wellbeing of the employees with realtime scenarios on various processes. Salient Features: Service Desk Fundamentals Processes (Incident Management, Problem Management, Access Management and Request fulfillment) Service Desk Metrics and KPIs Setting Up and Managing the service desk team Processes and best practices Continuous Improvement and Learning Challenges and effective management Case studies