ITIL v3 Foundation Certification

1. ITIL v3 Foundation Certification Service Desk

2. What is Service Desk A Service Desk is a primary IT capability called for in IT Service Management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). It is intended to provide a Single Point of Contact ("SPOC") to meet the communications needs of both Users and IT and to satisfy both Customer and IT Provider objectives. The Service Desk function is known under several titles (often interpreted as having increasing levels of business relevance) including: Call center Contact center Help desk Jandre

3. Why a Service Desk? Provide a single point of contact for Users Deliver high quality support to meet business goals Help identify costs of IT services Support and communication for changes Increase user perception and satisfaction Assist identification of business opportunities To generate and mails reports of activities/services

4. Service Desk Workflow

5. Service Desk Responsibilities • Receive and record ALL calls from users • Provide first line support • Refer to second line (Generalists) support where necessary • Monitoring and escalation of incidents • Keep users informed on status and progress • Provide interface between ITSM disciplines • Produce measurements and metrics

6. Types of Service Desk • Local Service Desk • Central Service Desk • Virtual Service Desk • Follow the Sun

7. Local Service Desk

8. Central Service Desk

9. Virtual Service Desk

10. Follow the Sun • It is identical to virtual desk. • It is organised in such a way that it provides services only during working hours. • It works based on time zone.

11. Benefits of Service Desk • Improved User service, perception and satisfaction • Increased User accessibility via the single point of contact • Improved quality and faster response to User requests • More effective and efficient use of support resources • Better management information to make decision on support