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Service Desk
IT Infrastructure Library™ (ITIL)
World-class
Improves
Most important service
Service
IT function to =
Perception /
Customers Competitive
Satisfaction
Advantage
Provides
Better managed Valuable more
and controlled Management services
Infrastructure Information than a
Help Desk
Many Help Desks and Call Centers evolve into Service Desks
to improve and
© 2006 extend
ITSM Academy, Inc. service to customers
Service Desk Goals
Decrease IT Costs
Business Do More
Alignment With Less
Issuessuch as resource
management, staff
dependency, documented
solutions and procedures can
be significant in small
organizations
PEOPLE
People are by far the
most important and
PROCESSES TECHNOLOGY expensive component
Committed to Customer
A First Class Focused
Service
Professional
Articulate
Accountable Methodical
Responsible Understands
IT & Business
Objectives
The effectiveness of the Service Desk and the Incident Management process can
strongly influence the overall recovery period when failures occur. Availability,
Capacity, and Continuity Management methods and techniques may be the
stimulus for continuous improvement activities at the Service Desk.
Self-service includes
Registering and checking on Incidents
Searchable knowledge bases
Downloading updates or patches
Ordering goods and services
Primary characteristics:
Customer determines the point of entry
Direct access to support information and knowledge
Customers manage support transactions themselves
Increased ease of access and speed of resolution
Reduced demand and lower costs for support resources
Options outside support hours and for non-critical Incidents
Supported by technologies such as Internet, IVR, mobile and
wireless