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Service Desk
Though not a process, the Service Desk is an important function within the service support set. It is the first, and ideally single point of contact for users (SPOC).

The two main focuses of the Service Desk are: Incident Control and Communication.

The Service Desk handles all incoming calls and only escalates them to the second or third tier support when necessary.

Ideally, the Service Desk will have access to a Knowledge Base, which will contain a list of known solutions for common incidents. This way queries or incidents can be solved by the Service Desk staff without taking time from skilled IT technicians.

For the customer the advantage is that they don’t have to ring around searching for the right person to solve their problem and for IT personnel it means that they only have to deal with issues that are related to their skills or area of responsibility.

The Service Desk is responsible for keeping the customer informed on the status of their request.

A Service Catalogue should be available which lists all of the services that IT provides to the business. This catalogue should list the services from a users perspective. A suggestion from the SLM2000 Service Catalogue template for information to be included in a Service Catalogue is listed below. Actual components required in a Service Catalogue will differ depending on the business situation however.


IT Service Management Service Catalogue
1 Executive Overview
2 Scope
3 Service Summary Sheet
4 Service A
4.1 Description
4.2 Customers
4.3 Options
4.4 Price List
4.5 Dependencies & Contributors
4.6 Functional Specification
4.7 Technical Specification
4.8 Support Activities
4.9 Customizations or Variants
4.10 Existing SLAs
4.11 Restrictions
5 Appendices
6 Terminology


Service Desk Function Overview

Mission Statement
Provide a strategic central point of contact for customers and support the Incident Management process by providing an operational single point of contact to manage incidents to resolution.

Function Goal
Achieve the function mission by implementing:
• ITIL-aligned Service Desk function
• Dedicated Service Desk Function Owner
• Centralized function for incident and request handling
• Ongoing monitoring and management of customer satisfaction
• Strong levels of incident communications and ownership
• Right level of support and customer care skills among Service Desk staff and management

Critical Success Factors (CSFs)
The Critical Success Factors (CSFs) are:
• Ensure long term Customer retention and satisfaction
• Assist in the identification of business opportunities.
• Reduce support costs by the efficient use of resource and technology

Key Activities
The key activities for this function are:
• Provide advice and guidance to customers
• Communicate and promote IT services
• Manage and control service communications to customers, suppliers and the business
• Coordinate Incident Management activities
• Manage people, processes and technologies that form the contact infrastructure
• Provide management information about Service Desk quality and operations

Key Performance Indicators (KPIs)
Examples of Key Process Performance Indicators (KPIs) are shown in the list below. Each one is mapped to a Critical Success Factor (CSF).

Ensure Long Term Customer Retention and Satisfaction

• Percent Of Customers Given Satisfaction Surveys
• Customer Satisfaction Rating Of Service Desk
• Percent Of Caller Hold Times Within Service Targets
• Percent Of Calls Responded To Within Service Targets
• Number Of Incident Records Not Yet Closed
• Number Of Calls Abandoned

Assist In The Identification Of Business Opportunities

• Number Of Calls Referred To Sales Organization
• Dollar Value Of Referred Calls To Sales Organization

Reduce Support Costs By Efficient Use Of Resources and Technologies

• Percent Of Calls Resolved At The Service Desk Without Escalation
• Staff Turnover Rate
• Overall Cost Per Call.


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