Volgens ChatGPT (d.d. 21 oktober 2024)

### In the ITIL framework, what parts are relevant to the functions of a IT user support desk?

In the ITIL (Information Technology Infrastructure Library) framework, the IT user support desk is primarily related to the Service Operation stage. This encompasses several processes and functions that are key to effectively running a support desk. Here are the main components:

1. **Incident Management:** This process is crucial for a support desk as it focuses on restoring normal service operation as quickly as possible following an incident, which is any disruption or potential disruption in service.

2. **Request Fulfillment:** This involves handling service requests from users, such as requests for information, advice, or access to services that are standardized and pre-defined.

3. **Access Management:** This process is responsible for granting authorized users the right to use a service while preventing access to unauthorized users. It supports the execution of policies defined in Information Security Management.

4. **Problem Management:** While not directly operated by the service desk, this process is closely related, as it involves the identification and management of the root causes of incidents. The service desk often escalates problems to this function.

5. **IT Operations Management:** Although mostly responsible for managing the day-to-day routine tasks related to IT operations, it interfaces with the service desk for coordination of activities and resolution of issues.

6. **Service Desk Function:** The service desk is a key function under ITIL's Service Operation phase. It serves as the single point of contact between the service provider and the users for daily IT activities, which includes dealing with incidents and service requests.

Together, these processes and functions ensure that the IT support desk can efficiently manage and resolve user issues, thereby maintaining high levels of service quality and user satisfaction.