The service desk is one of four ITIL functions and is primarily associated with the Service Operation lifecycle stage. Tasks include handling incidents and requests, and providing an interface for other ITSM processes. Features include:
- single point of contact (SPOC) and not necessarily the first point of contact (FPOC)
- single point of entry
- single point of exit
- easier for customers
- data integrity
- streamlined communication channel
Primary purposes of a service desk include:
Incident control: Life-cycle management of all service requests
Communication: Keeping a customer informed of progress and advising on workarounds
Call center: Main emphasis on professionally handling large call volumes of telephone-based transactions
Help desk: Manage, co-ordinate and resolve incidents as quickly as possible at primary support level.
The three types of structure for consideration:
Local service desk: To meet local business needs – practical only until multiple locations requiring support services are involved.
Central service desk: For organisations having multiple locations – reduces operational costs and improves usage of available resources
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