Itil Service Desk Structure

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.

Itil service desk structure.

From user s point of view it works as a single point of contact spoc for reporting all the incidents problems and service requests. Service desk is similar to a call center but differs in the way it functions. A local service desk structure is where the service desk is co located within or physically close to the user community it serves. The exact nature of the service desk should be decided by the it department in response to customer and business requirements.

Itil 2011 identifies 26 processes and four functions that fit into the five stages of the service lifecycle. This often supports communication and gives a clearly visible presence which some users like but can often be inefficient and expensive to the resource as the staff is tied up waiting to deal with incidents when the volume and arrival rate of calls may not justify this. Co located within or physically close to the user community it serves. Service portfolio and catalogue manager.

Difference between a service desk a call center and a help desk. Is where a desk is co located within or physically close to the user community it serves. And since quality service delivery is all about dealing with users customers and suppliers the value of assigning proper roles and responsibilities to people should. This may aid in communication and give the service desk a visible presence which some users may like.

In fact the 4 p s of itil service design include people to show us that how important it is to structure and organize those peoples involved in the delivery of it services. In information technology infrastructure library itil framework the first point of contact or the spoc is called as the service desk. This often aids communication gives a clearly visible presence and can support a local language and cultural differences but can be often inefficient and expensive to resources as the volume and arrival rate of calls may not. There are four types of service desk which are.

Single point of contact service desk staff a window to the it organization or itil incident management how to separate roles at different support levels just to name a few therefore i believe this is a good time to actually describe service desk types according to itil or service management practices. You can say that a call center is the interface between a. 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. Service strategy service design service transition service operation and continual service improvement.

Local service desk. The following are some of the main options chosen when implementing a service desk function.