Service Operation, Service Desk in ITIL, ITIL Course
Service Operation
Service Desk
Introduction
A Service Deskestablished by the IT service provider serves as a single point of contact between the user and all IT service operations.
Service Desk is one of the four functions within Service Operation.
Purpose
Service Desk is not a process, it is a functional unit. It is the Single Point of Contact (SPOC) for the IT organization and handlesvarious types of calls. It handles all types of calls, which may be either reportedby a user or automatically generated by a tool.
The Service Deskuses the Configuration Management System (CMS) for logging and tracking calls. The CMS is a set of tools that supportsIT Service Management.
The purpose of Service Desk is to support the agreed upon IT service provision by ensuring the accessibility and availability of the IT organization andby performing various supporting activities.
Role and Objectives
• Provides a Single Point of Contact (SPOC) on a day-to-day basis dealing with calls made by end users
• Restore the normal services as quicklyas possible
• Logging, resolving and escalating Incidents appropriately
• Communicate with end users about service status
• Updating the CMS
Organizational Structure
There are several types of Organizational Structures for a service desk.
• Local Service Desk
Located within or physically close to the user community
Advantages: Aids communication, physically and visibly present amongst the user population
Disadvantages: Inefficient and expensive
• Centralized Service Desk
Located at one physical locationfor multiple business locations.
Advantages:More efficient and cost-effective
Disadvantages: Lack local presence due to the distance from users
• Virtual ServiceDesk
Multiple Service Desk locations, which can be contacted through a single point of entry (e.g. one phone number). End users will not know to which location they will be connected.
When this structure is used to provide 24/7 support using different timezones, it is called ‘Follow the Sun’
Advantages:More efficient and cost effective
Disadvantages: Having to safeguard commonprocesses, common tools, shared database information and culture
Companies with a global presence may apply a “Follow-the-Sun” approach. This allows24-hour coverage at a relatively low cost. However, aspects such as common processes, tools, shared knowledge base, etc., must be taken into account before establishing this approach.
Staffing
Skilled individuals are an importantfactor in the Service Desk.
5 areas of concern:
• Staffing Levels: Correct number of staff to match demand
• Skill Levels: Ensure appropriate skills are available
• Training: Staff should be adequatelytrained
• Staff Retention: Ensure staff are recognized and work in a motivating environment
• Required Skills: Communications andSoft Skills are pre-requisite skills for
Service Desk staff
What is ITIL ? Service Operation, Service Desk in ITIL, ITIL Course
ITIL is a framework of best practices for delivering IT services. ITIL’s systematic approach to ITSM can help businesses manage risk, strengthen customer relations, and build an IT environment geared for growth, scale, and change.
#ITIL Service Operation, Service Desk in ITIL, ITIL Course
What is the meaning of ITIL in IT?
ITIL, or Information Technology Infrastructure Library, is a well-known set of IT best practices designed to assist businesses in aligning their IT services with customer and business needs. Services include IT-related assets, accessibility, and resources that deliver value and benefits to customers.
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Metrics Service Operation, Service Desk in ITIL, ITIL Course
Performance of the Service Desk should be regularly evaluated using metrics. Metrics are used to assess the performance and quality of a service, in order to detect weaknessesand plan for improvement.
There two types of Metricsin Service Desk:
• Hard Metrics
Measures that involve numbers and statistics (fact-based)
Derived by assessing the health,maturity, efficiency, effectiveness and any opportunities to improve Service Desk Operations, leading to the following eight points:
¾ Call handling statistics
¾ The first-line resolution rate
¾ Average time to resolvean Incident
¾ Average time to escalate an Incident
¾ Average Service Desk cost of handlingan Incident
¾ Percentageof customer or user updates
¾ Average time to review and close a resolved call
¾ The number of calls broken down by the time of day and day of the week
• Soft Metrics
Measures that involve personal approach, perception-based
The following aspects are commonly found through surveys:
¾ How effectively customers feel their calls have been answered
¾ If the Service Desk agent was courteous and professional
¾ If the Service Desk agent instilled confidence in the user
Types of surveys include after-call survey, telephone, email, online, personal or group interview.
ITIL, ITIL Foundation Course, ITIL V3, ITIL Course, ITIL – Course, online itil, itil certification, online material for itil course
ITIL, ITIL Foundation Course, ITIL V3, ITIL Course, ITIL – Course, online itil, itil certification, online material for itil course
Service Operation, Service Desk in ITIL, ITIL Course
Service Operation, Service Desk in ITIL, ITIL Course