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Uploaded byMousa Bawadi (IT Manager ,MA ,PMP , PMOC )
ITIL Service Desk
ITIL is a set of best practices for managing IT services, development, and operations consisting of a series of books. A service desk provides a single point of contact for users and IT to improve customer service and support incident management, problem management, request fulfillment, and access management processes. An effective service desk is structured and staffed appropriately with trained personnel to resolve incidents quickly and at a low cost while meeting customer satisfaction metrics.
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ITIL Service Desk
- 1.
- 2. What is ITIL?ITInfrastructure Libraryis a set of concepts and practices for managing (IT) services , IT development and IT operationsSet of books outlining best practicesFoundation book : ITIL Foundation BookCore Books :Service Strategy Version 3Service DesignService TransactionService Operation Continues service ImprovementComplementary BooksOrganization CapabilitiesProcess :Sequence of interdependent and linked procedures which, at every stage, consume one or more resources to convert inputs into outputs.Function : units of Org specialized to perform cretin type of work and responsibilities for specific outcome.Service Management : Set of specialized org capabilities for providing value to customers in the form of services.
- 3. Service DeskA ServiceDesk 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.
- 4. RolesSingle point ContactImprove Customer Service Promote Internal team WorkReduce Negative ImpactImprove Infrastructure managementHigher Quality Management Reporting
- 5. ObjectivesLog all incidents& requests First Line SupportHandling Escalation ProcessCustomer CommunicationsSatisfaction Surveys
- 6. Related ProcessEvent managementIncidentmanagementProblem managementRequest fulfillmentAccess management
- 7. Organization StructureLocal ServiceDeskCentralize Service DeskVirtual Service DeskFollow-the Sun
- 8.
- 9. MetricsFirst Line ResolutionAvgTime to resolveAvg Time to escalateCost per /incidentIncident volume :Per dayPer weekPer year
- 10. Thank you …..PreparedBy : Mousa M Bawadi
Editor's Notes
- #3 Service Strategy :Creating the set of services that help achieve business objectives.Service Design : Designing services, from technical and business perspectiveService Transition : How to change live production infrastructure, implementing the needed services. Service Operation : Day-to-day IT business, operating. A place to start if you are new to ITIL.CSI : Evaluating and improving services in support of business goals.