Service Desk Management
ITIL
What is ITIL?
IT Infrastructure Library
is a set of concepts and practices for managing (IT) services , IT development and IT operations
Set of books outlining best practices Foundation book :
ITIL Foundation Book Core Books :
Service Strategy Version 3 Service Design Service Transaction Service Operation Continues service Improvement
Complementary Books
Organization Capabilities
Process :Sequence of interdependent and linked procedures which, at every stage, consume one or more resources to convert inputs into outputs.
Function : units of Org specialized to perform cretin type of work and responsibilities for specific outcome.
Service Management :Set of specialized org capabilities for providing value to customers in the form of services.
Service Desk
A Service Desk is intended to provide a Single Point of Contact ("SPOC") to meet the communications needs of both Users and IT and to satisfy both Customer and IT Provider objectives.
Roles
Single point Contact Improve Customer
Service Promote Internal team
Work Reduce Negative Impact Improve Infrastructure
management Higher Quality
Management Reporting
Objectives
Log all incidents & requests
First Line Support Handling Escalation
Process Customer
Communications Satisfaction Surveys
Related Process
Event management
Incident management
Problem management
Request fulfillment
Access management
Organization Structure
Local Service Desk
Centralize Service
Desk
Virtual Service Desk
Follow-the Sun
Staff
Staff Level
Skill Level
Training
Retention
Super User
Metrics
First Line Resolution Avg Time to resolve Avg Time to
escalate Cost per /incident Incident volume :
Per day Per week Per year
Thank you..…
Prepared By : Mousa M Bawadi
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