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ITIL_Introducing the service desk pdf

ITIL_Introducing the service desk pdf - ITIL Introducing...

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1 U C I S A I T I L : I N T R O D U C I N G T H E S E R V I C E D E S K ITIL – Introducing the service desk The service desk The performance of a service desk is an indicator of the overall health of an organisation’s IT. As well as being a key business function, the service desk enables organisations to thrive. Cost reductions are a necessity in today’s economy and internal support groups are a frequent cost reduction target. Service desks need to ensure that their services are clearly defined and aligned with business needs. The service desk is a single point of contact (SPOC) for end users who need assistance/help. The SDI service desk definition Resolves 60% or more of incoming incidents and requests without any escalation Improves customer satisfaction significantly, when first level resolution is at 50% or more Reduces costs and time to fix incidents Keeps businesses running efficiently Ensuring service desk results To introduce and maintain a successful service desk, it is essential that: Business needs are understood Customer requirements are understood Investment is made in training for service desk staff Service objectives, goals and deliverables are clearly defined Service levels are practical, agreed, and regularly reviewed The benefits of a service desk Improved customer service perception and satisfaction Increased accessibility to assistance/help through a single point of contact, communication, and information Better quality and quicker turnaround of customer/user requests Improved teamwork and communication Enhanced focus and a proactive approach to service provision Better managed infrastructure and control Improved usage of IT support resources and increased productivity of business personnel
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2 U C I S A I T I L : I N T R O D U C I N G T H E S E R V I C E D E S K Service desk objectives The primary aim of the service desk is to restore the normal service to the users as quickly as possible. In this context restoration of service is meant in the widest possible sense. While this could involve fixing a technical fault, it could equally involve fulfilling a service request or answering a query – anything that is needed to allow the users to return to working satisfactorily. Specific responsibilities will include: Logging all relevant incident/service request details, and allocating categorisation and prioritisation codes Providing first line investigation and diagnosis Resolving those incidents/service requests that do not need escalating across IT Escalating incidents/service requests that the service desk cannot resolve within agreed timescales Closing all resolved incidents, service requests and other calls Conducting customer/user satisfaction call backs/surveys as agreed Communication with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
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