If the Service Desk is responsible for creating user feedback reports, they must be psychic. I'll take B and hope they can actually influence those other teams.
As someone who's worked the Service Desk, I can tell you option A is spot on. We're the ones actually providing the IT services, not just managing the agreements.
Option C is tempting, but that's more of a Service Level Management responsibility. The Service Desk is all about delivering IT services to users, so A is the way to go.
The Service Desk is the front line of IT, so option B makes the most sense. They need to ensure other teams are following the agreed-upon SLA and OLA requirements.
Jutta
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