9 March 2013

Part 3 - IT Service Desk Support (ITIL Video Tutorial)

The service desk is one of four ITIL functions and is primarily associated with the Service Operation lifecycle stage. Tasks include handling incidents and requests, and providing an interface for other ITSM processes. Features include:
  • single point of contact (SPOC) and not necessarily the first point of contact (FPOC)
  • single point of entry
  • single point of exit
  • easier for customers
  • data integrity
  • streamlined communication channel

Primary purposes of a service desk include:

Incident control: Life-cycle management of all service requests

Communication: Keeping a customer informed of progress and advising on workarounds
The service desk function can have various names, such as

Call center: Main emphasis on professionally handling large call volumes of telephone-based transactions

Help desk: Manage, co-ordinate and resolve incidents as quickly as possible at primary support level.

Service desk: Not only handles incidents, problems and questions but also provides an interface for other activities such as change requests, maintenance contracts, software licenses, service-level management, configuration management, availability management, financial management and IT services continuity management

The three types of structure for consideration:

Local service desk: To meet local business needs – practical only until multiple locations requiring support services are involved.

Central service desk: For organisations having multiple locations – reduces operational costs and improves usage of available resources

Virtual service desk: for organisations having multi-country locations – can be situated and accessed from anywhere in the world due to advances in network performance and telecommunications, reducing operational costs and improving usage of available resources.

IBM TSM Specialist and a part-time blogger from Vizag, India. Contact me for any TSM Onsite/Remote Freelance implementation/administration  & Training jobs.

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