The performance of a service desk is an indicator of the overall health of an organisation’s IT. You will find many online resources providing invaluable knowledge about ITIL, however, at ucisa.ac.uk you will find a well-organized portal detailing all the steps and information you need to understand and follow ITIL.
Learn more about the ITIL framework here – http://www.ucisa.ac.uk/representation/activities/ITIL.aspx