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Service Desk Pov

This document discusses the key elements and functions of a service desk based on ITIL best practices. It outlines typical service desk elements like customer interface, incident control and management information. It also lists the core responsibilities of a service desk like accepting customer requests, tracking incidents, and coordinating support teams. Additionally, the document suggests that a good service desk should filter requests, own the incident management process, manage the knowledge base, and initiate problem management and change management processes.

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karanpreet singh sachdeva
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108 views5 pages

Service Desk Pov

This document discusses the key elements and functions of a service desk based on ITIL best practices. It outlines typical service desk elements like customer interface, incident control and management information. It also lists the core responsibilities of a service desk like accepting customer requests, tracking incidents, and coordinating support teams. Additionally, the document suggests that a good service desk should filter requests, own the incident management process, manage the knowledge base, and initiate problem management and change management processes.

Uploaded by

karanpreet singh sachdeva
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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SERVICE DESK PoV

Typical Service Desk Elements (ITIL)

1. Customer Interface
2. Business Support
3. Incident Control
4. Management Information

Titles within ITIL

1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation
5. Continuous Service Improvement

Service Desk Functions

1. Incident Management
2. Problem Management
3. Configuration Management
4. Change Management
5. Release Management
6. Service-Level Management
7. Availability Management
8. Capacity Management
9. Service Continuity Management
10. Security Management

Responsibilities of a Service Desk


Accept customer request (via telephone, e-mail, fax and etc.).
Record and track incident and users’ feedback.
Update users the current status and progress about their request in a timely manner.
Primarily evaluating users’ request according to the Service Level Agreement, try to resolve it or assign to the
related persons.
Monitor the implementation of policies according to the Service Level Agreement, propose to revise poli- cies if
necessary.
Manage the life-cycle of each service request.
Communicate with users if Service Level Agree is adjusted.
Coordinate 2nd tier and 3rd tier support team.
Provide management related information and sugges- tion, improve service quality.
Discover the problem in IT Service operation from users’ feedback.
Discover users’ requirement of training and educa- tion.
Terminate incident and confirm resolution with users
Benefits of a Good Service Desk

Direct Benefits
a) Reduced cost of incident resolution
b) Reduced self-inflicted incidents via integrated and reliable change
c) Increased productivity of IT staff
d) Improved asset utilization, life cycle management and accurate software licensing costs
e) Reduced service cycle times
f) End-to-end service cost optimization

Indirect Benefits

a) Reduced peer support


b) Standardization
c) Consolidation
d) Non-IT staff more productive
e) Improved availability
f) Managing appropriate expectations
g) Improved efficiency of security and business conti- nuity planning processes
h) Improved IT governance
i) Drives continual improvement

Suggested Functions of a good service desk

Filter & categorize service requests -


most of the service request will be resolved and closed by Service Desk at the first contact. more than 60% service
requests are resolved by Service Desk directly, then they catego- rize the rest requests and assign to the appropriate
2nd tier or 3rd tier support team.

In charge of Incident Management Process

Service Desk should be the owner of Incident Man- agement process, they are primary focus to ensure a prompt
recovery of the system, supervising and directing the internal or external resources

Knowledge Base Management

Service Desk is the key user of Knowledge Base. In daily work, they can easily know which KB article is useful,
which one is out of date and which one has very low resolve rate. With such information records, Service Desk
should proactively maintain KB. For example, they can promote a KB article due to its high resolve rate, propose to
update or expire an article due to it is out of date or quite low resolve rate. With a strong KB, Service Desk can
improve their work efficiency and resolve the issue for end users more effective

Initiative Problem Management Process

Service Desk also should play an important role in Problem Management process. Problem can be collected from
incidents. Service Desk should have the awareness to define a problem in a timely manner. For example, if Service
Desk received a lot of incidents with similar symptom, they should consult the senior technical staff to conduct Root
Cause Analysis (RCA) process as soon as possible. Once a problem is defined timely, incidents can be linked to the
problem, and then, Service Desk can inform end users timely about the resolution or work around

Co-ordinate the change Management Process


From Service Desk view, they are not only responsible to log the change request, but also need to track and push on
the progress, ensure the standardized methods and procedures are used for efficient and prompt handling of all
changes.

Co-ordinate onsite service and VIP support


Requests where Service Desk is not able to execute the service re- motely, On-site Support Services will be used to
execute the service onsite, such as hardware replacement. In this case, Service Desk should still be the primary
contact point of end users. They are responsible for giving end users an expectation about when the onsite staff will
ar- rive and when the issue can be fixed. Moreover, a lot of enterprise has VIP support process to ensure the high
service level for VIP. Service Desk also needs to com- municate with VIP timely for any information updated and
collects feedback.

Event Management
Event Management is the process that monitors all events that occur through the IT infrastructure. It allows for
normal operation and also detects and escalates ex- ception conditions.

Service Desk cannot only accept request reactively, another function for them is providing proactive moni- toring
service. Service Desk can choose appropriate tool to monitor the status of servers, network devices, storage, UPS
and etc. If any alert is received, Service Desk gen- erates an incident, problem or change timely and process into the
related ITSM process, fixes the potential issue and ensures the IT infrastructure work in a healthy status

Responsible for reporting service

Customer Satisfaction Survey

People, Process, Technology perspective for a great service desk

Process

ITSM Maturity Model


Service Desk adoption challenges

1. Cultural Shift
2. Appropriate management tool
3. Clear measurement targets

Current Service Desk Assessment Parameters

Parameter Remarks
Position How is the perceived value of the service desk in the org. ?
Organization & Org. structure of the service desk and the ergonomics of their work
Environment environment. Focus on well-being of service desk employees
QA & Objectives, KPIs, metrics --- clearly communicated to the respective
Measurement audiences.

People Meaningful feedback, management recog, motivation, opp. For technical


Management and Professional growth
Process & Consistent flow of work. Well defined, documented, communicated.
Procedures Escalation, knowledge capture, KPI distribution, reporting structure etc.
Tools & Tech Must have access to other tools to perform its functions. Integrated
services
Soft Skills Right staff with the right skills.
Information Incident related, Knowledge related
Quality
Technical
Knowledge

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