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Help Desk Service Level Agreement, ITIL and ISO 17799

The Help Desk is not a island. It must fit comfortably within the organization and should ideally comply with the requirements of ISO 17799 and ITIL.

This section considers these matters and identifies sources to assist.


SLA's define the basis of understanding between the service provider and the service recipient. They are core to the provision of help desk services. As such it is essential that they are fully understood and properly reflect the needs of both parties.

For more information on service level agreements and assistance, we recommend the Service Level Agreement Toolkit


ITIL is a series of documents used to aid the implementation of a framework for IT Service Management (ITSM). This framework defines how service management is applied within specific organizations and is already being widely adopted.

The help desk (or 'service desk') is fully embraced by ITIL under the 'service support' set.

For more information on ITIL, and a selection of resources, see the ITIL Shop

ISO 17799

Sound security is a core requirement of any help desk system. Often, help desks handle extremely confidential information, information which should be adequately protected.

ISO 17799 is the international information security standard. It provides a series of generally accepted security practices and codes.

For more information on ISO 17799, see the ISO 17799 Directory

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