The organization should have a single point of contact where events and service requests can be reported. Larger organizations might have multiple ‘single point of contacts’ each addressing a particular discipline or functional group (e.g. facilities point of contact, ICT point of contact). The single point of contact is often referred to as ‘Helpdesk’ or ‘Service Desk’ where someone is assigned to be the service request/incident owner.
The organization should ensure that all users, as well as all staff involved with the data center, are familiar with how to contact the ‘single point of contact’ and the required information to be provided by publishing the relevant details to those who ‘need-to-know’.
