Itil Service Desk Framework

A service desk handles communication with the users and also manages incidents and service requests.

Itil service desk framework.

So a service desk is a help desk system developed in an itil framework and that help desks are frequently regarded to be an old fashioned system compared to the more modern service desk function. Service desk is similar to a call center but differs in the way it functions. Itil or information technology infrastructure library is a well known set of it best practices designed to assist businesses in aligning their it services with customer and business needs. Service desk within the itil framework service operation is one of five core publications from itil that covers the service lifecycle.

Difference between a service desk a call center and a help desk. This itil stage focuses on meeting end users expectations while balancing costs and discovering any potential problems. The itil framework offers it organizations a complete pathway to implementing a service desk and implementing and enforcing itil service desk responsibilities within the organization. It is the main point of contact between users and the service provider.

The itil framework is a source of good practice in service management. Itil is a widely adopted framework designed by the central computer and telecommunications agency ccta a government agency in great britain. Itil complementary guidance. It s currently owned by axelos ltd.

The information technology infrastructure library itil is an integrated set of best practices developed to assist businesses in delivering it services to customers. The itil library has the following components. Best practice publications that may be used by any organization that provides services to a business. Itil 2011 identifies 26 processes and four functions that fit into the five stages of the service lifecycle.

The purpose of service operation is to deliver agreed on levels of service to users and customers and to manage the applications technology and infrastructure that support delivery of the services. The itil framework offers a set of itsm best practices to aid organizations in aligning it service delivery with business goals. A complementary set of publications with. From user s point of view it works as a single point of contact spoc for reporting all the incidents problems and service requests.

The purpose of service operation is to deliver agreed on levels of service to users and customers and to manage the applications technology and infrastructure that support delivery of the services. In information technology infrastructure library itil framework the first point of contact or the spoc is called as the service desk. Service desk within the itil framework.