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3 The Service Desk

The document discusses the goals and responsibilities of a service desk. The service desk acts as a central point of contact between users and IT services. It handles incidents, requests, and interfaces with other ITSM processes. A service desk provides a single point of contact, high quality support, cost information, support for changes, improved user satisfaction, and helps identify business opportunities. Key responsibilities include logging all calls, providing first line support, monitoring incidents, keeping users informed, and producing metrics. The document also discusses considerations for setting up, staffing, and types of service desks.

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neha
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364 views14 pages

3 The Service Desk

The document discusses the goals and responsibilities of a service desk. The service desk acts as a central point of contact between users and IT services. It handles incidents, requests, and interfaces with other ITSM processes. A service desk provides a single point of contact, high quality support, cost information, support for changes, improved user satisfaction, and helps identify business opportunities. Key responsibilities include logging all calls, providing first line support, monitoring incidents, keeping users informed, and producing metrics. The document also discusses considerations for setting up, staffing, and types of service desks.

Uploaded by

neha
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPS, PDF, TXT or read online on Scribd
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The Service Desk

1
Goal – Primary Objective
• To act as the central point of contact between the
User and IT Service Management

• To handle Incidents and request and provide an


interface for other activities such as
Change Management
Problem Management
Configuration Management
Release Management
Service Level Management
IT Service Continuity Management

2
Why a Service Desk?

• Provide a single point of contact for Users


• Deliver high quality support to meet business goals
• Help identify costs of IT services
• Support and communication for changes
• Increase user perception and satisfaction
• Assist identification of business opportunities

3
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

4
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

Types of Service Desk


Local Service Desk
Central Service Desk
5
Considerations of a Service
Desk
• Metrics and management reporting
- Daily, weekly, monthly
- Incident / problem status against service
levels
- Service availability / breaches
- Overall performance, achievements and trend
analysis
• Service Desk Technologies
- Integrated tool sets / Knowledge base /
Diagnostic tools
- ACD / IVR systems
- Internet / Intranet capability
- Pager systems / text messaging
6
Local Service Desk

7
Centralised Service Desk

8
Virtual Service Desk

9
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

10
Exam Tips
• A Service Desk staff should NOT be
Forthright

11
Exam Questions
• Which of the following lists best describes the key
attributes needed by the Service Desk Staff?

A Good interpersonal skills; tenacious; technically


astute; firm
B Business aware; articulate; methodical; tolerant;
good interpersonal skills
C Logical; methodical; tenacious; forthright;
analytical
D Well presented; technical specialists; numerate;
good interpersonal skills

12
Exam Questions
• Which incidents should be logged by the Service
Desk?

A Only incidents not resolved at logging


B Only incidents from bona fide customers
C All incidents except simple enquiries
D All incidents

13
Exam Questions
• Consider the following metrics:
1 Number of incidents closed on without onward referral
2 Number of incidents correctly categorised at logging
3 Number of hardware faults reported

• Which of the above are valid performance indicators for the


Service Desk?

A All three
B 1&2
C 1&3
D 2&3

14

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