01_Service_desk

ITIL Foundation Course
Service Desk
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Goal
•To act as the central point of contact between the user and IT service provider , on a day-to-day basis. •To handle incidents and making service request and provide an interface for other process management
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Service Desk Roles
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Responsibilities
•Receive and record ALL calls from users •Provide first line support
•Refer to second line(Generalists) support where necessary
•Monitoring and escalation of incidents •Keep users informed on status and progress
•Provide interface between ITSM disciplines •Produce measurements and metrics
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Call Center, Help Desk and
Service Desk
•Call Center
–The main emphasis on professionally handling
large call volumes of telephone-based
transactions for commodity telesales services •Help Desk
–The primary purpose is to manage, coordinate
and resolve incidents as quickly as possible
and to ensure that no request is lost, forgotten or ignored. Links to Configuration Management and knowledge tools are generally used as
supporting technologies.
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Call Center, Help Desk and
Service Desk
•Service Desk
–The Service Desk extends the range of
services and offers a more global-focused
approach, allowing business process to be
integrated into the Service Management
infrastructure. It is not only handles incidents, Problem and questions, but also provides an
interface for other activities such as customer
Change requests, maintenance contracts,
software license, Service level Management,
Configuration Management, Availability
Management, Financial Management for IT
Services, and IT Service Continuity
Management
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Setting up a Service Desk •Understand the business needs and requirements
•Define clear objectives
•Obtain support, budget and resources
•Advertise and sell benefits / communicate quick wins
•Involve and educate users / train support staff
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Considerations of a Service Desk •Metrics and management reporting
–Daily, weekly, monthly
–Incident / problem status against service levels
–Service availability / breaches ( 裂)
–Overall performance, achievements and trend analysis •Service Desk Technologies
–Integrated tool sets / Knowledge base / Diagnostic tools
–Automatic Call Distribution / Interactive Voice Response systems
–Internet / Intranet capability
–Pager systems / text messaging
•Incident classification & Process Review
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Types of Service Desk structure •Local Service Desk
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Types of Service Desk structure •Central Service Desk
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Types of Service Desk structure •Virtual Service Desk
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Knowledge & Skill
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Service Desk Staff Profile •Customer-focused
•articulate and methodical ( & 理)•trained in interpersonal skills
•multilingual (if required) ( )
•able to understand the business’s objectives •able to understand and accept that
–the Customer’s Problem affects the business
–without the Customer there is no support department
–the Customer is an expert in their own field •genuinely wanting to deliver a first-class service.
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14Keeping the Customer and User informed
Source: OGC
Providing Customers and Users with confirmation that their request has been accepted, and its progress, is one of the most important roles of the Service Desk. Yet very few organizations have the staff resources to focus on and maintain this activity. As stated earlier, the use of technologies, such as email, will assist in this. However the real challenge is to create a personalized bond with customers, even through electronic communication.Don’t forget the ownership for Incident & Problem management.
Process and Procedure •Consideration
•Common Structured interrogation technique
•Customer details and identification •Maintaining the Customer database
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Process and Procedure •Marketing the Service Desk amongst Customers
•Knowledge and procedures review
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Benefits of the Service Desk •Improved User service, perception and satisfaction
•Increased User accessibility via the single point of contact
•Improved quality and faster response to User requests
•More effective and efficient use of support resources
•Better management information to make decision on support
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Any Question?
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