Itil Service Desk Objectives

It also aims to act as a single point of contact spoc for reporting all the incidents problems and service requests.

Itil service desk objectives.

The primary objective of itil service operation is to make sure that it services are delivered effectively and efficiently while maintaining the utmost quality of service. This may be confusing for candidates trying to get itil certification however the difference between service desk and itil processes is easier to understand when we look at the main objectives of the service desk. In itil terms the objective of a service desk is to act as a single point of contact for all it users and the objective of its associated incident management process is to restore service as quickly as possible. Service desk objectives in itil foundation mission of service desk is to be a central point of contact between the user and it service provider.

The responsibilities of service operations lifecycle module includes the fulfilling of user requests resolving service failures fixing problems as well as carrying out routine operational tasks. The primary objective is to carry out the day to day activities to deliver the it services. We used both of these itil goals as objectives for the new service desk along with the following additional ones. To act as a single point of contact for all user incidents requests and general communication.

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. 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. Itil best practice e books the purpose of the service desk practice is to capture demand for incident resolution and service requests. Deliver the services as per the service level agreement sla for customer satisfaction.

The primary service desk analyst role is that of providing first level support through taking calls and handling the resulting incidents or service requests using the incident management and request fulfillment processes in line with service desk objectives. It involves the majority of the it staff. Itil v2 see also incident management itil v3. Throughout the process users are informed at regular intervals about their incidents status.

Objectives of service operation. It should also be the entry point and single point of contact for the service provider with all of its users. In itil foundation service desk is considered as function not a process. The primary aim or objective of the itil service desk is to have a single point of contact between the services being provided and the business users.

Service desk shouldn t be considered as an itil process. A typical service desk manages incidents and service requests and also handles the communication with the users.