ITIL v3 Foundations Module 6: Functions 2

Roles, functions and objectives of Service DeskOrganizational structures of Service DeskService Desk metrics

Module 6 Functions: Service Desk

AGENDA

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Discuss the roles, functions and objectives of Service DeskDifferentiate the organizational structures of Service DeskEnumerate and define Service Desk metrics

At the end of this module, you should be able to:

OBJECTIVES

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Service Desk as Part of IT Group

SERVICE DESK – should be the daily single point of contact (SPOC) of IT users.

Can handle or escalate incidents, manage service requests and answer queries

Provide an interface for IT activities

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Improve customer service, perception of IT and satisfaction with IT services

Increase accessibility to IT services being the single point of

contact

Reduce negative business impact

Provide better quality and faster turnaround of customer or

user IT requests

Service Desk Objectives

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Organizational Structure

- is physically close to the user community it serves.

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Organizational Structure

– deployed at one central location.

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Organizational Structure

- single, centralized Service Desk

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Organizational Structure

3. FOLLOW THE SUN – is the type of global support workflow in which tasks are passed around depending on time zone and its business

hours.

4. SPECIALIZED – group of specialists within the overall Service Desk structure who will handle issues relating to a particular IT

service to be be routed directly (normally via telephony selection or IVR or a web-based interface) to the specialist group.

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Service Desk Metrics

1. Resolution rate2. Average handle time (AHT)3. Response time4. Resolution time5. Client satisfaction (CSAT)

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Wrap Up

1. What are the objectives of Service Desk? 2. Discuss the organization structures of Service Desk? Is there an ideal set

up? Why?3. Why is it important to have metrics?

ITIL v3 Foundations Module 6: Functions

QUESTIONS?