Report on Service Desk

Table of content
About Direct line…………………………………………………………………..……. 3

About us…......................................................................................................................... 3

Service Desk……………………………………………………………………………... 3

Service Desk Objectives………………………………………………………………… 4

Service Desk Architectural Design….........................................................................…. 5

Modes of contact to Service Desk………………………………………………………. 5

Advance Features…………………………………………………………………………5

Analysis…………………………………………………………………………………... 6

Service Level Agreement (SLA)………………………………………………………… 7

Roles and Responsibility………………………………………………………………… 9

Service Desk Benefits…………………………………………………………………… 12

Conclusion………………………………………………………………………………. 13

Bibliography……………………………………………………………………………. 13

Appendix…………………………………………………………………………..……. 15

Sudhakar Maurya BLR0907091017 Page 2

 Report on Service Desk

Service desk for Direct line

About Direct line

Direct line is a multinational IT solution providing company. It uses Global Network Delivery
Model which helps it to deliver the cost effective, scalable and reliable services and solutions. It
provide services like IT Infrastructure services, Enterprise solutions, consulting, Business
process outsourcing, Business intelligent and performance management to Industries like
Banking and finance services, Government, Health care and life science, Insurance, Telecom,
Retail and consumer products.

These services are further divided into various models which suits from small scale industry to
large scale industry. The industry can purchase one or more model according to their
requirements.

The company is using various helpdesk supports for different type of services to their business
partners and clients. Now the company wants to go for service desk and want to have single
point of contact.

About us (S.M consultancy)

We are leading consultant services hired by Service Desk plus. We provide solution based on
Service desk, Help Desk. We ensure that our solution get fit with the companies functional and
Future requirements.

Service Desk

It expands the range of services which is provided by Help desk. It acts as a central point of
contact on daily basis between users and service provider and integrates business processes into
Service Management Infrastructure[ CITATION CAS10 \l 1033 ]. Web interface in Service Desk
make it more useful for their supporting groups and end clients. Listing of all the items in a
report is the most challenging task which Service Desk Support with the help of product catalog.
Addition, deletion, updating of product is also possible in Service Desk.

Sudhakar Maurya BLR0907091017 Page 3

 Report on Service Desk

The Service Management is fully incorporated with different types of Service Management
Processes like configuration, problem, change and service level management. Problems and
challenges that occur in IT environment can be easily solved with the help of integrated
functionality of service desk. Maintaining the SLA is also supported by the Service
Desk[ CITATION Ins10 \l 1033 ].

The delivery of service desk is highly visible and accessible; channels of communication cover
all the problems and complaints. Level of services, other departments can see the statistics and
resolution of complaints.

Service Desk Objectives

- Act as a Single Point Of Contact (SPOC) for IT customers

- Bring back service when it is required
- Maximize service availability
- Provide support to business system
- Manage all services in one place

Sudhakar Maurya BLR0907091017 Page 4

 Report on Service Desk

Service Desk Architectural Design

CRM

Modes of contact to Service desk

- Web
- Email
- Chat
- Phone
- In Personal

Advance Features

Asset manager: IT assets are automatically managed, discovered and tracked across full
organization.

Software license management: It is for tracking software usage and ensures agreement.

Purchase Management: It is for tracking and managing IT purchases.

Sudhakar Maurya BLR0907091017 Page 5

 Report on Service Desk

Contract Management: It is for tracking your contract for support, maintenance and lease
maintenance. It alerts when the contact is getting due or near to expiry date.

Reports: It is for generating various types of reports.

Analysis:

Many times when companies implement helpdesk, multiple helpdesk system, IT staff and
networking support they think that they have service desk, but actually that is not a proper
service desk because when an end user call or do request then there is no track of that request,
no automated priority is set to those request, no automated task assigned to technician.

Service desk is a single point of contact, single window of service it may be one email id, one
phone number, or one URL of intranet to submit the ticket. There are many types of request
coming like new hiring request from H.R manager, new purchase request from project manager.
Everything needs to get tracked and also need a monitoring system. Then these tickets, before
going to technician it get characterized into network ticket, desktop ticket, application ticket and
priority is given to these tickets according to the SLA. For example: priority 1 should be
responded in 1 hour and resolved in 12 hours and priority 2 should be responded in 2 hours and
resolved in 24 hours. SLA is found under help desk margin in admin tab.

A requestor or technician to login this service desk needs to first get a login id as Requestor or
technician respectively. Once they get a successful login, when they login they get their
respective window according to their requirements and usage of database and level of
information.

Requestor window

In the Home tab (appendix 1) a requester can see his/her pending request, completed requested
request and all requests. On the left side there is a search tool box where requester can type keywords
and can find solutions for small problem. This feature saves lots of user and technician time. If the
requestor get satisfied with the solution then he select the ticket and click to resolve. If he is not satisfied
then he can reopen the ticket. If he want to submit a query or complain then on the right side in the
option “I am having issues with” requester can select type of problem which will redirect to Request Tab
where the Requester will be ask to submit information and click to submit request (See Appendix 2). At

Sudhakar Maurya BLR0907091017 Page 6

 Report on Service Desk

this point Requester can set his Level of Priority as High, Medium, and Low according to their effect of
problem in their business. On the basis of this information, technician will prioritize the request and
resolve the problem. Then requester can see some solution in solution tab and can select the solution. If
requester get satisfied with the solution then the query go for completion else it go again for further
solution (see Appendix 3).

Technician window

A technician gets much more customized window then a Requester get. He takes care of
Requests, solutions, Assets, Purchase, Contracts, Admin, Reports, and supports. In the Home tab
technician can see Request overdue, Request for today, and pending Requests. In the request tab a
technician can see the request with details like request id, subjects, Request name, assigned to, Group,
Due by, Status, created Date, Priority, and Response Due By where he will select the request on the basis
of these attributes. In the Solution tab he can use the search tools to get automated suggested solution and
can also create a new solution by clicking new solution (see Appendix 4 & 5). IT assets are
automatically managed, discovered and tracked across full organization with the help of Asset
tab (see Appendix 6). Software license management is used for tracking software usage and
ensures agreement. Every license has some time limit when that time limit gets expired or going
to expire (see Appendix 7). Contract management is for tracking Customer contract for
support, maintenance and lease maintenance. It alerts when the contact is getting due or near to
expiry date (see Appendix 8). Next Tab is of Report which is used to generate various types of
reports.

Service Level Agreement (SLA)

It is designed to make service level agreements more straight forward. It is planned to throw
light on the SLA. It helps in producing top quality document with the least of fuss. It helps in
delivering the quality services in right time at the right hand. SLAs are required to set which
tells about the time of request/ticket coming to the service desk and allocated duration of time for
resolving that ticket/request[ CITATION Man101 \l 1033 ].

Sudhakar Maurya BLR0907091017 Page 7

 Report on Service Desk

Following is the brief introduction of SLA between employees consuming the technology
and Dept. of IT is shown as below.

SLAs Each and every business depends on the services and SLAs (Service Level Agreements).
These are the major factors in delivering of quality services in right time at the right hand. SLAs
have to be set which tells about the time of request/ticket coming to the service desk and
allocated duration of time for resolving that ticket/request.

The department of IT Help Desk unit provides technology support services. The support
unit provides quality customer service and technical solutions. A brief explanation of SLA
between employees consuming the technology and Dept. of IT is shown as below.

Statement for customer service:

The services provided to customer should maintain the quality by:

- Ensuring customer satisfaction.

- Providing response to request with in allotted time.
- Taking feedback for further improvement.

Services:

It provides support to all internal and external clients/users of Direct line by means of
resolving the request/ ticket with in the allotted time.

Operation hours:

Monday-Thursday---------------- 8:30 a.m. – 7:00 p.m.

Friday------------------------------- 8:30 a.m. – 5:00 p.m.

The operation hours are not fixed it may vary. The schedule modification would be announced to
Direct Line by management of S.M consultancy through email. While putting the request if the
staff will be unavailable or the representative will be busy in serving others, please leave the
request through voice mail @ x5436 or email to [email protected]. The service will be
provided as per the priority level.

Methods for putting request:

Phone: 080 - 65867945

Voice mail: x5436

Email: [email protected]

Sudhakar Maurya BLR0907091017 Page 8

 Report on Service Desk

Setting for request priorities:

Priority Response Time Resolved Time

Very High Within 1 hr. Within 4 hr.
High Within 2 hrs. Within 8 hrs.
Medium Within 5 hrs Within 1 working day
Low Within 4 working days Within 6 working days

A particular request definition will get a definite priority and will be served as per the
allotted time. For example: if a requester does request of high priority and the problem is deeply
affecting the business then it should be served as per very high priority SLA.

Responsibilities of Customer:

- Facilitate detailed service requests information.

- Exercise patience through understanding request volumes received per day, etc.

Feedback:

- After a request is served Direct line is looking for the feedback from the clients. Direct
line encourages their clients to give feedback through email: [email protected].

Roles and Responsibility

Service desk function owner

- Responsible for make sure that functional design including Policies, Procedures and
Structure are efficient and effective.
- Services delivered by Service Desk Function are according to SLA and they meet user
requirements.
- Function Owner is also responsible for the integration of the ITIL processes with the
Service Desk Function.
Key Skills
- Experience with appropriate level of business and IT Senior Management.

- He should be able to Demonstrate Knowledge.

- Require with strong analytical skills with effective communication and good customer service
skills.

Sudhakar Maurya BLR0907091017 Page 9

 Report on Service Desk

- ITIL Practitioner level certification is compulsory.

Service Desk Manager

- Responsible for the ITS Service Desk activities.
- Responsible for the daily operations of ITS Service Desk and ensure that Service Desk
staff are following the Policies and Procedures of Service Desk.\
- Administer the allocation and scheduling of resources.
- He ensures that Service Desk Activity metrics supports KPI and CSF metrics.

Key Skills
- Appropriate experience in Service Desk Management.
- Require with strong analytical skills with effective communication and good customer
service skills.
- Require good knowledge about Incident, change, Problem, and Service Level
Management.
- ITIL Foundation Level certification is required.

Service Desk Administrator

- He provides support to Service Desk team and their Daily operation.
- Monitor queries, mails and web tickets and allocate staff resources according to SLA
guidelines
- Collaborate end user and Service Desk Management and ensure service desk procedures,
function and activities are aligned with business objectives.

Key Skills
- Experience Service Desk Operations at different level of Service Desk.
- Needed good analytical skills with effective and excellence communication skills
- Should have suitable level knowledge of technical support and business.
- Require good knowledge about Incident, change, Problem, and Service Level
Management.

Sudhakar Maurya BLR0907091017 Page 10

 Report on Service Desk

- Good knowledge of associated Reporting tools and service Management.

- Good level of statistical analysis knowledge and experience.

Service Desk Agent

- They provide direct support to Requestor who contacts ITS service Desk for help for the
problems which they faced.
- Receive calls, emails, and tickets from requestor as well as from other agencies.
- Communicate with end user related to the user request and changes.
- Raises RFCs when required to help incident resolution.
- Submit RFCs for users
- Submit Standard and Emergency RFCs for technical support.
- Perform hierarchical growth to Incident Management and Service Desk Management.
- Attend and receive the training if required.

Key Skills
- Needed good analytical skills with effective and excellence communication skills.
- Should have good knowledge and experience of technical support required for Service
Desk Agent.
- ITIL Foundation level training

Service Desk Team Lead

- Support to Service Desk team member in performing daily activities.
- Perform Service Desk Agent task.
- Manages priority incidence with priority processes.
- Planning and schedule the Service Desk Management to support coverage.
- Give input to Service Desk Management related to resource requirement and staffing on
the basis of actual performance.
- Provide quality assurance to incident tickets.

Sudhakar Maurya BLR0907091017 Page 11

 Report on Service Desk

Key Skills

- Experience of Service Desk Management

- He should demonstrate high level of Technical Support required for Service Desk.
- Needed good analytical skills with effective and excellence communication skills.
- Require good knowledge about Incident, change, Problem, and Service Level
Management.
- ITIL Foundation Level certification is required and Practitioner certification is preferred.
Service desk Benefits

- SLA Management
- Knowledge Base
- Configuration Management Database
- Generate different kinds of Reports
- Licensees utilization monitor
- Complaints are visible across the business
- It improves customer satisfaction level

Since the data here the system desk is collecting is very important. Consumer is directly coming
to the desk and telling the feedback about the service. So this data can be used for future research
and planning purpose. There are many other technologies which work taking these data as a base
like Data Mining, and Business Intelligent etc. Data mining can be done to understand the
change in pattern, understand the most common errors occurring and why they are occurring.
Business Intelligence can be used for future planning, related to what type of services they
should bring in coming time, it also help in maintaining the competitive strategy.

Sudhakar Maurya BLR0907091017 Page 12

 Report on Service Desk

Conclusion

- System desk is different from help desk by expanding the services of help desk and
providing single point of contact.
- Tracking, prioritize, automatic allocation to technician, of ticket is also very important
part of System Desk.
- Automated generated solutions on the basis of certain key word saves both Requester and
Technician time. It is based on the previous common problems; if the problem gets
repeated then Requester can see some solution on the basis of some key words.

Bibliography
(n.d.). Retrieved April 13, 2010, from CITES: http://www.cites.uiuc.edu/help

(n.d.). Retrieved April 14, 2010, from Manage engine:

www.manageengine.com/products/service-desk/

(n.d.). Retrieved April 15, 2010, from CA Service Desk Manager: http://www.ca.com/us/service-
desk.aspx

(n.d.). Retrieved April 16, 2010, from ITIL IT SERVICE MANAGEMENT ZONE:
www.itil.org.uk/sm.htm

(n.d.). Retrieved April 17, 2010, from Help Desk Software Central:
www.helpdesksoftwarecentral.com/

(n.d.). Retrieved April 18, 2010, from Ins TIL ITSM Solution: www.instilservicedesk.com/

(n.d.). Retrieved April 18, 2010, from Web Help Desk: www.webhelpdesk.com/

(n.d.). Retrieved April 20, 2010, from CA Service Desk Manager: http://www.ca.com/us/service-
desk.aspx

(n.d.). Retrieved April 21, 2010, from SiteHelpDesk: www.sitehelpdesk.com/

(n.d.). Retrieved April 22, 2010, from Manage engine Service Desk Plus:
http://demo.servicedeskplus.com/

(n.d.). Retrieved April 19, 2010, from HelpDeskCoach:

http://www.helpdeskcoach.com/HelpDeskArticles.html

Sudhakar Maurya BLR0907091017 Page 13

 Report on Service Desk

(n.d.). Retrieved April 19, 2010, from vmware service manager: http://www.infra-
corp.com/ITIL/ITIL-incident-management.asp

(n.d.). Retrieved April 20, 2010, from EdistaLearning:

http://www.edistalearning.com/training/itil-service-desk-incident-management

(n.d.). Retrieved April 19, 2010, from CAPTERRA: http://www.capterra.com/help-desk-

software

(n.d.). Retrieved April 19, 2010, from ITILFoundations.com:

http://www.itilfoundations.com/software/helpdesk/

(n.d.). Retrieved April 19, 20, from ca.com: http://ca.com/Files/FAQs/sdm-faqs-r12-

us_196197.pdf

(n.d.). Retrieved April 19, 2010, from New Jersey City University:
http://www.njcu.edu/dept/it/documents.html

(2006, September 01). Retrieved April 20, 2010, from ArticlSnatch.com:

http://www.articlesnatch.com/Article/Good-Service-At-Office-Reception-Desk/1073943

(2009, November 1). Retrieved April 18, 2010, from HighBeam Research:
http://www.highbeam.com/doc/1G1-210142846.html

MSLinteriors. (n.d.). Retrieved from ArticleSnatch.com:

http://www.articlesnatch.com/Article/Attractive-Service-At-Office-Reception-Desk/1100242

Robb, D. (n.d.). (auerbach-publications) Retrieved April 20, 2010, from http://www.auerbach-

publications.com/dynamic_data/2655_1533_help%20desk.htm

SYSAIDIT. (n.d.). Retrieved April 23, 2010, from http://www.ilient.com/helpdesk_article.htm

Sudhakar Maurya BLR0907091017 Page 14

 Report on Service Desk

Appendix 1

Sudhakar Maurya BLR0907091017 Page 15

 Report on Service Desk

Appendix 2

Sudhakar Maurya BLR0907091017 Page 16

 Report on Service Desk

Appendix 3

Sudhakar Maurya BLR0907091017 Page 17

 Report on Service Desk

Appendix 4

Appendix 5

Sudhakar Maurya BLR0907091017 Page 18

 Report on Service Desk

Appendix 6

Appendix 7

Sudhakar Maurya BLR0907091017 Page 19

 Report on Service Desk

Appendix 8

Appendix 9

Sudhakar Maurya BLR0907091017 Page 20