Service desk

Service Desk Management Process

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TABLE OF CONTENTS


1. OVERVIEW 4
2. ROLE OF SERVICE DESK 5
3. PROCESS FLOW DIAGRAM 6
4. SERVICE DESK PROCESS 7
4.1 Objective 7
4.2 Description 7
4.3 Roles 7
4.4 Pre-Conditions 8
4.5 Input Work Product 8
4.6 Service Desk Processes 8
4.6.1 Receiving and Recording Calls 8
4.6.2 Initial Support 94.7 Post condition 10
4.8 Output 10
4.9 Metrics 10
4.10 Escalation Mechanism for Service Desk Process 10
4.11 Relationship 11
4.12 Tools 11
5. APPENDIX 11
5.1 Role of Service Desk Manager 11
5.2 Role of Service Desk Staff 11


OVERVIEW

A ‘Service Desk’ may be defined as: “The IT provider’s organizational unit, function or process that creates a single contact pointbetween Customers, Users, and third-party support organizations.”

The Service Desk offers a global-focused approach to allowing business processes to be integrated into the Service Management infrastructure. It not only handles Incidents, Problems and questions but also provides an interface for other activities such as Change Management, Availability management and Service Level Management.The Service Desk plays an important part in the provision of IT Services. It is very often the first contact the business users have in their use of IT Services when something does not work as expected. The Service/Help Desk is a single point of contact for end users who need help. Without this, an organization could certainly face losses due to inefficiencies.

The two main focuses of the ServiceDesk are Incident Control and Communication.

The Service Desk records the relevant information about an incident and allocates a category type according to the nature of the incident, and a priority. Priorities are agreed between the service provider and the business owner and are defined in Service Level Agreements (SLAs). Priorities are derived by assessing the risk, impact and urgency ofan incident type for a given service.

An effective service desk solution should:
* Be accessible to users regardless of geographical or organizational separation.
* Automate IT support processes, including the user’s ability to submit, modify, and monitor the status of help desk cases and change requests.
* Offer users the ability to search for and apply solutions to resolveincidents themselves.

The major benefits from an established Service Desk process are:
* Increased customer satisfaction
* Improved quality and faster response to user requests
* Improved communication
* Reduced overall cost of service delivery and support

ROLE OF SERVICE DESK

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PROCESS FLOW DIAGRAM

SERVICE DESK PROCESS

Objective

The objectives of Service Deskare to:

* Provide a Single Point of Contact (SPOC) for all IT and related services.
* Increasing user satisfaction by improving the level of service
* Ensuring that effective mechanisms are established and maintained to effectively manage the recording and tracking of all incidents received at the Service Desk.
* Improving communication with the users in terms of keeping users...