This section provides an example of what is typically required to create an IT Service Desk.
Getting ready
Service Desks are organization-specific but share a common goal. The goal of most Service Desks is to be the central point of contact for customers in the following areas:
Request for services
Unplanned outages or interruptions to services
Feedback channels for improvement to existing services
Coordination and tracking of active requests and incidents
A prerequisite for creating a Service Desk process is to define what role it would play in the overall ITSM strategy.
Local Service Desk: A Service desk in each customer's geographic location, independently managing support services
Central Service Desk: One service desk that supports all geographic locations and offers a consolidated picture of issues and requests across the organization
Virtual Service Desk: Use technology to manage either of the first two types from any location
The successful Service Desk process is based on communication and coordination. Here are some categories of tools you must plan to implement to support the process:
Integrated Service Management and Operations Management systems (for example, the Microsoft System Center Management product)
Advanced telephony systems (for example, auto-routing, hunt groups, Computer Telephony Integration (CTI), Voice Over Internet Protocol (VOIP))
Interactive Voice Response (IVR) systems
Electronic communication (voice, video, mobile, intranet, Internet, and e-mail systems)
Knowledge, search, and diagnostic tools
Automated operations and Network Management tools
Here are the common functions the Service Desk should aim to perform:
Receive calls and act as the first-line customer liaison
Record and track incidents and complaints
Keep customers informed about request status and progress
Make an initial assessment of requests, attempt to resolve them, or escalate as appropriate
Manage the request and issues life cycle, including closure and verification
Communicate planned changes and disruption to services
Coordinate hierarchical and functional escalations
Highlight customer and service desk personnel training opportunities
Monitor and track Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
Report on customer trends and service desk performance
How it works...
The service desk process, once established, should deliver the following:
Act to lower the total cost of IT ownership
Support the integration and management of the service portfolio and catalogue
Make efficient use of resources and technology
Optimize investments and the management of business support services
A service desk should aim to provide a unified and simplified experience to the customers it serves.