ITIL Service Desk

This presentation illustrates the meaning of the Service desk from ITIL perspective…

1. Service Desk Management ITIL

2. 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

3. 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.

4. 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.

5. Roles Single point Contact Improve Customer Service Promote Internal team Work Reduce Negative Impact Improve Infrastructure management Higher Quality Management Reporting

6. Objectives Log all incidents & requests First Line Support Handling Escalation Process Customer Communications Satisfaction Surveys

7. Related Process Event management Incident management Problem management Request fulfillment Access management

8. Organization Structure Local Service Desk Centralize Service Desk Virtual Service Desk Follow-the Sun

9. Staff Staff Level Skill Level Training Retention Super User

10. Metrics First Line Resolution Avg Time to resolve Avg Time to escalate Cost per /incident Incident volume : Per day Per week Per year

11. Thank you ….. Prepared By : Mousa M Bawadi