Service Desk: Process Factsheet
Uploaded by
Paul James BirchallService Desk: Process Factsheet
Uploaded by
Paul James BirchallPROCESS FACTSHEET
SERVICE DESK
Why
Cost reductions are a necessity in today's economy and internal support groups are a frequent cost reduction target. Service Desks and desktop support teams need to ensure that their services are clearly defined and aligned with business needs. The Service Desk is a single point of contact (SPOC) for end-users who need help. Without this single point of contact an organisation would face major losses in time spent on looking for ways to fix issues and get help.
Goal
To provide a single point of contact for Customers To facilitate the restoration of normal operational service with minimal business impact on the Customer within agreed service levels and business priorities.
The main types of Service Desks are: Call Centre: only call dispatching, no other activities done Unskilled Service Desk: call despatching, incident tracking, feedback mechanism to clients Skilled Service Desk: large number of incidents are solved at the Service Desk Expert Service Desk: incorporates Incident Management and Problem Management (partly). Most incidents are solved at the Service Desk
Activities
The Service Desk performs the first line support for the IT Services. Apart from the Call Centre, all Service Desk types perform the following activities: Receive all calls and e-mails on incidents Incident recording (including RFCs) Incident Classification Incident Prioritisation Incident Escalation Search for Work Around Update the customer and IT group on progress Perform communication activities for the other ITIL processes (e.g. Release notifications, change schedules, SLM-reports) Perform daily CMDB verification Report to Management, Process Managers and customers (through SLM) on Service Desk performance
Service Desk technology Communication technology such as Computer Telephony Integration (CTI) or Voice Over Internet Protocol (VOIP) Interactive Voice Response systems (IVR) E-mail, Fax servers (fax via e-mail or the Internet), Forwarding calls to pagers, mobile phones, laptop and palmtop computers Intranet and Internet self-service platforms Logical model of an IT Service Desk
User Site 1
User Site 2
User Site 3
User Site n
IT department Operations Bridge
Production
IT Service Desk
Business Operations Support Desk
Copyright The Art of Service Brisbane, Australia Email: [email protected] , web: www.artofservice.com.au , OTC: www.itsmlearning.com Phone: 1300 13 44 99. See also: http://www.itil-itsm-world.com
PROCESS FACTSHEET Results
To introduce and maintain a successful Service Desk, it is essential that: Business needs are understood Customer requirements are understood Investment is made in training for Customers, support teams and Service Desk staff Service objectives, goals and deliverables are clearly defined Service levels are practical, agreed, and regularly reviewed The benefits are accepted by the business.
Cost
Personnel to man Service Desk (Set-up and ongoing) Accommodation Physical location (Set-up and ongoing) Software Tools (Set-up and ongoing) Hardware Infrastructure (Set-up) Education Training (Set-up and ongoing) Procedures external consultants etc (Set-up)
Benefits
One key Improved Customer Service perception and satisfaction Increased accessibility through a single point of contact, communication, and information Better-quality and quicker turnaround of customer requests Improved teamwork and communication Enhanced focus and a proactive approach to Service provision A reduced negative business impact Better managed infrastructure and control Improved usage of IT support resources and increased productivity of business personnel More meaningful management information to support decisions. benefit of a Service Desk is the provision of management information; Staff resource usage Service deficiencies Service performance and target achievement Customer training needs Associated costs.
Copyright The Art of Service Brisbane, Australia Email: [email protected] , web: www.artofservice.com.au , OTC: www.itsmlearning.com Phone: 1300 13 44 99. See also: http://www.itil-itsm-world.com
Copyright The Art of Service Brisbane, Australia Email: [email protected] , web: www.artofservice.com.au , OTC: www.itsmlearning.com Phone: 1300 13 44 99. See also: http://www.itil-itsm-world.com
