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The primary goal of the Service Desk is to support the agreed IT service provision by ensuring the accessibility and availability of the IT-organization and by performing various supporting activities. Other objectives include:
- To act as a single point of contact for all user incidents, requests and general communication
- To restore 'normal service operation' as quickly as possible in the case of disruption
- To improve user awareness of IT issues and to promote appropriate use of IT services and resources
- To assist other the other IT functions by managing user communication and escalating incidents and requests using defined procedures.
Many organizations have already seen the justification for the creation of a Service Desk team and are reaping these typical benefits gained through the implementation/improvement of a Service Desk function
- Improved customer service perception, and satisfaction
- Increased accessibility through the use of a single point of contact
- Better quality and speedier turnaround of requests
- Improved teamwork and communication
- Better managed infrastructure and control
- Improved usage of IT resources.
This bestselling book delivers - all the content you need to Grow a Helpdesk into a Service Desk, Covering:
- OPERATIONAL SUPPORT AND ANALYSIS FUNCTIONS
- THE SERVICE DESK
- Goal and objectives
- Benefits
- Service Desk organizational structures
- Service Desk Types (skill levels)
- Service Desk staffing
- TECHNICAL MANAGEMENT
- IT OPERATIONS MANAGEMENT
- TECHNOLOGY CONSIDERATIONS
- SUPPORTING DOCUMENTS
- IMPLEMENTATION PLAN/PROJECT PLAN
- SERVICE DESK TECHNOLOGY
- TERMINOLOGY
- SERVICE DESK OUTSOURCING TEMPLATE
- SERVICE DESK METRICS
- COMMUNICATION PLAN
- BUSINESS FLYERS
- ITIL V3 INCIDENT MANAGEMENT PROCESS FLOW DIAGRAM
- SERVICE DESK OBJECTIVES AND GOALS
- POLICIES OBJECTIVES AND SCOPE
- BUSINESS JUSTIFICATION DOCUMENT
- EVENT MANAGEMENT
- To act as a single point of contact for all user incidents, requests and general communication
- To restore 'normal service operation' as quickly as possible in the case of disruption
- To improve user awareness of IT issues and to promote appropriate use of IT services and resources
- To assist other the other IT functions by managing user communication and escalating incidents and requests using defined procedures.
Many organizations have already seen the justification for the creation of a Service Desk team and are reaping these typical benefits gained through the implementation/improvement of a Service Desk function
- Improved customer service perception, and satisfaction
- Increased accessibility through the use of a single point of contact
- Better quality and speedier turnaround of requests
- Improved teamwork and communication
- Better managed infrastructure and control
- Improved usage of IT resources.
This bestselling book delivers - all the content you need to Grow a Helpdesk into a Service Desk, Covering:
- OPERATIONAL SUPPORT AND ANALYSIS FUNCTIONS
- THE SERVICE DESK
- Goal and objectives
- Benefits
- Service Desk organizational structures
- Service Desk Types (skill levels)
- Service Desk staffing
- TECHNICAL MANAGEMENT
- IT OPERATIONS MANAGEMENT
- TECHNOLOGY CONSIDERATIONS
- SUPPORTING DOCUMENTS
- IMPLEMENTATION PLAN/PROJECT PLAN
- SERVICE DESK TECHNOLOGY
- TERMINOLOGY
- SERVICE DESK OUTSOURCING TEMPLATE
- SERVICE DESK METRICS
- COMMUNICATION PLAN
- BUSINESS FLYERS
- ITIL V3 INCIDENT MANAGEMENT PROCESS FLOW DIAGRAM
- SERVICE DESK OBJECTIVES AND GOALS
- POLICIES OBJECTIVES AND SCOPE
- BUSINESS JUSTIFICATION DOCUMENT
- EVENT MANAGEMENT
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