Defect Management
A software defect that makes it into the production environment can be a real pain for the Service Desk. Imagine the scenario where your user rings and advises that software is not performing as expected. They want to raise an incident and for you to resolve that with the same speed and rigour that you would an infrastructure failure. You log it and route the incident to the application support team who tell you that it is a code bug and will require development effort to fix.