Itil Service Desk

Service strategy service design service transition.

Itil service desk.

An itil service desk refers to an information technology it helpdesk or single point of contact for user problems run according to itil best practice standards. Der prozess service desk and incident management sorgt für die schnellstmögliche wiederherstellung des definierten betriebs zustands eines service neben störungen werden auch alle anfragen service requests der anwender über das service desk erfasst. It should also be the entry point and single point of contact for the service provider with all of its users. Itil considère les centres d appels et les supports clients comme des centres de services limités qui n offrent qu une partie de ce que le centre de services peut apporter.

In simpler terms it is the storefront from where end users internal or external request services and products from the it service desk based on the information. 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. 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. 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 v2 vergleichen sie auch incident management nach itil v3 2011. Some other important objectives of service desk include. Gli obiettivi del service desk cosi come definito in itil v2 includono i seguenti. It also aims to act as a single point of contact spoc for reporting all the incidents problems and service requests.

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. Agire come punto di contatto tra gli utenti e l it service management gestire incidenti e richieste degli utenti e fornire un interfaccia per gli altri processi quali change problem configuration release service level it service continuity management. Itil 2011 identifies 26 processes and four functions that fit into the five stages of the service lifecycle. You can find many articles within this blog regarding service desk.

Außerdem wird erste hilfestellung. Itil v2 see also incident management itil v3. Itil best practice e books the purpose of the service desk practice is to capture demand for incident resolution and service requests. Itil defines a service catalog as a centralized database of accurate information about active it service offerings and a subset of the it service provider s service portfolio.

Itil stands for it infrastructure library.