What are the pros and cons of different service desk models, such as centralized, decentralized, or hybrid?
Service desk management is the process of delivering IT support to end users, customers, and stakeholders. It involves various tasks, such as logging, tracking, resolving, and escalating incidents and requests, as well as providing feedback, communication, and reporting. Depending on the size, scope, and complexity of the organization, there are different service desk models that can be adopted, such as centralized, decentralized, or hybrid. Each model has its own pros and cons, and choosing the right one depends on several factors, such as the business goals, the IT strategy, the resources, and the customer expectations. In this article, we will explore the advantages and disadvantages of each service desk model, and how they can affect the efficiency, effectiveness, and satisfaction of the service desk team and the customers.