Itil Service Desk Definition

A service desk is a communications center where customers e g.

Itil service desk definition.

Looking for a working definition of an itil service. The information technology infrastructure library itil defines the service desk as an essential information technology service management itsm tool. Service desk objectives why is it so important. Itil is a globally recognized collection of best practices for it service management.

Employees or other stakeholders can find help from their it service providers. This process is also widely known as itil help desk process. Is it customer service or something more. The service desk is the coordination point for managing incidents and service requests.

La définition itil désigne l ajout d une série d avantages et fournit la gestion des services et des technologies de l information de manière beaucoup plus efficace et efficiente en les alignant correctement par rapport aux risques et aux exigences de votre entreprise. Read on for a straight forward explanation. Tasks include handling incidents and requests and providing an interface for other itsm processes. This was last updated in october 2010.

The itil service desk is responsible for supporting the it organization by ensuring the accessibility and availability of the it service and by performing various supporting tasks. Un centre de services classique gère les incidents interruptions de service et les demandes de services tâches routinières reliées au service tout en traitant les communications des utilisateurs au sujet d évènements tels. Selon itil information technology infrastructure library le centre de services est le point de contact unique spoc single point of contact entre le prestataire de services it information technology et les utilisateurs pour les activités quotidiennes. A service desk needs to capture ticket data in order to enable proper staff allocation to improve enable problem management to empower management to create better decisions and to help build a useful knowledge database.

Service desk as cost center model in which service desk operates under a budget and is considered to be a cost or expense to the company. Service desk is one of the main functions under service operation module of itil framework. As the itil service desk definition states this help may take the form of incident resolution or service request fulfillment but regardless of what type of help is being provided the goal of a service desk is to deliver high quality service to customers in. Service desk activities are constantly monitored and evaluated to support continual improvement alignment and value creation.

The main challenge in managing such a service desk is to eliminate hidden costs. Maybe it s just me but i ve seen a lot of service management discussions lately where it s clear those talking don t share the same understanding of service.