Itil Service Desk Model

The main challenge in managing.

Itil service desk model.

Before we discuss the itil service desk process flow in detail it is important that we remind you of what itil is. Service strategy service design service transition service operation and continual service improvement. It provides a clear path for users to report issues queries and requests and have them acknowledged classified owned and actioned. Throughout the process users are informed at regular intervals about their incidents status.

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. In information technology infrastructure library itil framework the first point of contact or the spoc is called as the service desk. The service desk and incident management process aims to restore it services to their defined service levels as quickly as possible the process is also responsible for receiving and processing service requests for assisting users and for coordinating the incident resolution with specialist support groups. Difference between a service desk a call center and a help desk.

Service desk is similar to a call center but differs in the way it functions. 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. The service desk staff can t be appointed by a normal day night routine as day in this case lasts for a full 24 hours. The service desk was an evolution of the help desk born out of itsm best practice framework itil formerly known as the it infrastructure library and based on the underlying concept of managing it as a service.

The itil service v model helps to determine and mitigate risks at the very early stage. This v model it encourages the team to document the entire customer requirements in a standard format which helps to understand and estimate the funding requirement. Some other important objectives of service desk include. Itil v2 see also incident management itil v3.

It also aims to act as a single point of contact spoc for reporting all the incidents problems and service requests. So you will face fewer issues that are caused by unpredictable risks. The primary objective of itil service desk function is to support the it organization by ensuring the accessibility and availability of the it services and by performing various supporting activities. Service desk types by business model.

The purpose of the service desk practice is to capture demand for incident resolution and service requests.