Most folks in the IT industry take a lot of pride in their work. Sure, some users can be a little annoying sometimes - but most of the time, we can see how our often behind-the-scenes work can make users more productive and even happier. When it comes to end-user service, however, cutting corners can really prevent us from getting the job done. Generally speaking, it's the help desk's job to coordinate all of these people and pieces of equipment, and when the help desk cuts corners on that coordination job. well, it shows. This whitepaper will explain why it's so important to have basic processes to help run a successful business.