The service desk is often the first point of contact for users. If trained properly, they can quickly recognize signs of an incident and escalate it, triggering the incident response process promptly.
This early detection and escalation are essential for minimizing damage and response time.
"Training frontline support staff ensures timely detection and escalation of incidents, which is critical for effective containment."
- CISM Review Manual 15th Edition, Chapter 4: Incident Management, Section: Roles and Responsibilities*