Service Operation Functions- Units of Organization to Accomplish Work.docx - ITIL Foundations Service Operation Functions The People Who Accomplish the

Service Operation Functions- Units of Organization to Accomplish Work.docx

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ITIL Foundations Service Operation Functions: The People Who Accomplish the Work What is a Function? Function: A team or group of people and the tools or other resources they use to carry out one or more processes or activities Functions of Service Operation: The Service Desk Service Desk Function: o Functional unit with dedicated staff o Single Point of Contact (SPOC) for all users on a day to day basis
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o Coordination point for IT groups o Handles: Incidents Service Requests Questions Some RFCs (Requests for Change) Service Desk: One of the most integral parts of a successful IT service provider. It can compensate for deficiencies in other areas Why have a Service Desk? o Improved customer service and satisfaction o Increased accessibility through SPOC o Improved teamwork and communications o Better managed infrastructure o Improved usage of IT support resources o Better quality and faster turnaround of customer or user requests Local Service Desk: 2
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