Learn in the textbookService Desk and User Support Tools
DefinitionSPOC (Single Point of Contact) is the idea of gathering points of contact so that users can reach one point of contact for any matter.
ExplanationWith several points of contact, users are unsure where to go, and the provider is prone to logging the same case twice or letting one slip through. A single point of contact lets the records and progress of all inquiries be managed in one place. The service desk is this idea turned into an organization.
AnalogyThink of the management office of an apartment building. Whether it is a leak or a lost key, residents just tell the office, and it arranges the right contractor.
Memory hookSingle means one, and Point of Contact means where you get in touch. Read the leading S as "just one" and the meaning comes back.