Menw Pre-Assessment > overview htroduetion Activites Roles Retatonshps Fifective Summary Post-Assessment Progress doooocooooo0000 ‘Overview Introduction’ Organizations are increasingly dependent on IT products end services to achieve business objectives. Consequently, these organizations demand efficient and high- quality TT support from service providers. The service providers, typically IT organizetions, employ the Service Desk ‘tide Introduction Service Desk function to cater to customers’ requirements with respect to services provided. ‘The Service Desk ensures support to users Of IT services by acting as a single point of contact for accepting and resolving users! queries.Overview Menw Pre-Assessment > overview htroduetion Activites Roles Retatonshps Fifective Summary Post-Assessment Objectives: ee Service Desk In this lesson, you will learn to: Objectives Identity the need for the Service Desk function and list the benefits Identity the relationships of the Service Desk function with other ITIL processes Describe the main concepts related to the Service Desk function Identify the bottlenecks associated with the Service Desk function Describe the activities of the Service Desk function Identify the key performance for the Service Desk function Progress poooocooooo0000 List the roles that are associated with the Service Desk function Identify the critical success factors for performing the Service Desk function ‘tide‘Overview Case study Menw Pre-Assessment > overview iroduction activities Roles etationshs fective summery Post-Assessment a Progress: ‘tide mocoocooooo0000 3 « Case Study oh = ISA International's Boating insurance Strateay Miami is a principal port and one of the ‘The Miami office is seen as a critical larger insurance markets for ships- element in ISA International's Bosting merchandise in the Southern part of the Insurance Strategy for the Americas. United States. The ISA office in Miami has a flourishing boet insurance business and has recorded consistent revenue growth for the last two years.‘Overview Case study Menu. Case Study Pre-Assessment > overview htroduetion Activites Roles Retatonshps Fifective Summary Post-Assessment To resolve queries and complaints ‘The Miami Service Desk serves asa single regarding IT services and infrastructure, paint of contact for the ISA employees in TT ich os requests to move workstations or Marl failure of the IT infrastructure, the ISA employees contact the newly set up Service Desk at the Miami office. Progress: slide mO0ooooo0000000 4 ot‘Overview Case study Menw Pre-Assessment > overview htroduetion Activites Roles Retatonshps Fifective Summary Post-Assessment Progress: slide BOCCUoOooo000000 | s ° Lately, the business operations of the insurance business have been frequently interrupted due to failure of database and network connectivity. These interruptions have resulted in loss of revenue and business opportunities. Due to functional limitations and resource constraints, the Case Study Service Desk has been unable to provide timely solutions.‘Overview Case study Menw Pre-Assessment > overview htroduetion Activites Roles Retatonshps Fifective Summary Post-Assessment Progress s000ocooo0000000 Case Study ‘tide ‘The ICT management plans to tackle the situation by introducing a robust Service Desk to specifically handle the events at the Miami office. This lesson describes the role end activities of the Service Desk Function in an organization.Introduction’ Introduction Menu Introduction Pre-Assessment Overview > rtroduction Actives Roles etationshs Senice Desk — i Pos.-Assessneri é user? User queries and complaints should be This topic discusses the objectives and quickly addressed and resolved to ensure _benefits of the Service Desk function, and. Lea Grinterrupted functioning of business describes the basic concepts related to operetions. The Service Desk function this function. facilitates quick resolution of user queries by serving as a single point of contact for the users. Progress: ‘tide BOCoooooo000000 7 otIntroduction’ Pre-Assessment Overview > ritroduetion Activites Roles Retatonshps Fifective Summary Post-Assessment Progress objectives: Menw Objectives ey Senice Dark ‘The main objectives of Service Desk are to: ‘Serve as a single point of contact for users that have IT-related queries and complaints Guarantee access for all users to the IT organization to ensure required service support Ensure restoration of normal services to users for uninterrupted operation of business activities s000ocooo000000 Reduce workload on ather IT departments by routing only specific and relevant queries to each departmentIntroduction’ Benefits Menu Benefits Pre-Assessment overview > ritroduetion e sctvies . e” Roles % etationshs Users Service Desk User2 ae Various IT Departments fective summery Post-Assessment ‘The Service Desk function offers many ~ Ensuring long-term customer retention benefits to the IT organization, such es: for the IT organization by providing the | TTT “reducing the time and effort spent by required services to users users to resolve their IT-related issues by prompt handling of user queries Serving as an information source for other IT departments by providing dato and metrics about customers’ queries Progress: ‘tide @l8COUCOooo00000 9 oteIntroduction’ Basic Concepts Menu. Basic Concepts Pre-Assessment overview > ritroduetion + activities Roles Service Desk Function etationshs fective summery Post-Assessment ) ‘Sructare Technology ‘The Service Desk function can be exolained by using the following two TT concepts, “Structure = Technology Progress: slide @@COOCooo000000 | 10Introduction’ Basic Concepts = Basic Concepts - Structure Pre-Assessment exiy retin structure Actives |esrrwcsure| poles Tana revscrenps sme - & ee Uz / \ aw ered si, Post-Assessment SGP ad cotandteore ey Funetons! ‘Constraints Oraanizaticnal Personne! Skills oF Users: Structuring a Service Desk to serve users _- Expertise ofthe Service Desk personnel is an essential requirement for an IT Functional skis of users TTT oy garizeton, The structure fr the Service Desk is designed by considering various business requirements, such a3: ~"Cost and resource constraints Organizational hierorchy Progress: ‘tide @@COOcooo000000 | 20 teIntroduction’ Basic Concepts Menw Pre-Assessment overview > ritroduetion activities Roles etationshs fective summery Post-Assessment a Progress g@COocoooo00000 side Basic Concepts - Structure Structure Technology i Depending on the business requirements, Service Desks can be structured into the Following three basic types: ~ Centralized Service Desk - Distributed Service Desk - Virtual Service DeskIntroduction’ Basic Concepts = Basic Concepts - Structure Pre-Assessment - Centralized Service Desk overview > ritroduetion Structure activities Roles Technology etationshs fective summery Post-Assessment Ina Centralized Service Desk, all user separate entities aueries are receve and recorded ata Accordinaly, Centralized Service Desk can TTT central physical locaton be of two types User queries can be divided into technical Integrated Centralized Service Desk and business-related queries. Depending Split Function Centralized Se-vice Desk on their approach to handle queries, IT organizations can address these queries by using either a central entity or two Progress: side @BECOCOO0000000 | 140 teIntroduction’ Basic Col Menw Pre-Assessment Overview > ritroduetion Activites Roles Retatonshps Fifective Summary Post-Assessment cepts ‘Structure Technology Integrated Centralized ‘Serve Desk Ina Centralized Service Desk, all user queries are received and recorded at a central physical location User queries can be divided into technical and business-related queries. Depending Centralized f Distributes F Contralized Service Deske Basic Concepts - Structure - Centralized Service Desk CE GE Split Function Centralzes ‘Service Desk separate entities. Accordingly, Centralized Service Desk can be of two types: + Integrated Centralized Service Desk Split Function Centralized Service Desk on their approach to handle queries, IT organizations can address these queries by using either a central entity or two Progress: side @BECOCOO0000000 | 140 teIntroduction’ Basic Concepts | ers Basic Concepts - Structure Pre-Assessment - Integrated Centralized Service Desk overview > riroduetion centralized F Distributes F Structure Technology activities Roles Business Operations etationshs ‘Support Dosk fective summery Integrated Cantalized Post-Assessment ‘Serve Desk In an Integrotes Centralized Service Desk, the organization integrates the Business TTT Sperations Support Desk with a central Service Desk to provide a single pont of contact to its users Progress: side @BECOCOO0000000 | 18 otIntroduction’ Basic Concepts | ers Basic Concepts - Structure - Split Pre-Assessment Function Centralized Service Desk overview Pee suction Centralized f Distributes F ‘Structure activities | cicknere to Reve More Roles Technology & etationshs Centralized business Operations tfective Service Desk ‘Support Desk summery Post-Assessment & 2 Cy & user 3 user 2 user 3 When an IT orgenization only provides an _In this desk, the Centralized Service Desk information system to users, but does not and the Business Operations Support Desk | SET cupportits operation, the organization sare two separate entities. Thus, users said to be using a Split Function requiring support with business Centralized Service Desk. applications can approach Business Operations Support Desk directly for prompt and efficient response to queries. Progress: side @BECOCOOOO00000 | 1 oteIntroduction’ Pre-Assessment Overview > ritroduetion Activites Roles Retatonshps Fifective Summary Post-Assessment Progress Basic Concepts Menw Structure Technology { O a ~ ‘central Point of In the Distributed Service Desk structure, multiple Service Desks are spread across various locations to support local users with diverse cultural backgrounds. However, multiple locations make it difficult to manage Distributed Service Desks. side @BECOCOOOO000N | tote Basic Concepts - Structure istributed Service Desk = = = 4 © © NAS Local Points of Contact cal Center ‘The Distributed Service Desks have three different types of points of contact with the user: - Central Point of Contact - Local Points of Contact - Call CentersIntroduction’ Basic Concepts = Basic Concepts - Structure - Distributed Pre-Assessment Service Desk - Central Point of Contact overview Contratizes Distributed vituat > ritroduetion Structure Technology activities Roles etationshs fective summery Post-Assessment wy, ‘lick the teleohone te fine out J owe user's calls routed A Central Point of Contact type of Distributed Service Desk receives all the TTT ser calle ot ane location and then routes these calls to the appropriate local Service Desks, The Central Point of Contact also records the Incidents reported by the Progress: tide @BEBHOCOOCO000N0 | 10 tIntroduction’ Basic Concepts Menu Pre-Assessment overview > ritroduetion Structure Technology activities Roles etationshs fective summery Post-Assessment A Local Point of Contect (LPC) caters to aueries and complaints trom 2 spectc TT Group of local users. Distributed Service Besks can have various LPCs to resolve user queries, AIILPCS interact with @ Central Point of Contact, which is responsible for recording Incidents. Progress: ‘tide BBB OCO0CO00000 | 20078 Basic Concepts - Structure - Distributed Service Desk - Local Points of Contact = = ‘The functions of LPCs are to: ~ Serve local users using their local languages - Distribute IT support costs by working as 2a cost cerPre-Assessment Overview > ritroduetion Activites Roles Retatonshps Fifective Summary Post-Assessment Progress ge@e0CoOoo000000 Introduction’ Basic Concepts Menw Basic Concepts - Structure = Distributed Service Desk - Call Center Se Structure Technology T Department 1 o> \ —. Steere, Organization The Call Center is a type of Distributed assistance. Based on the users" selection, Service Desk that provides users with a the call is automatically routed to the central telephone number for resolving required support team. queries. When users query a Call Center, a voice response menu is activated. This menu enatles the users to select the specific area in which they require slideIntroduction’ Basic Concepts = Basic Concepts - Structure - Virtual Service Desk Pre-Assessment overview > ritroduetion Structure Technology activities Roles etationshs fective summery Post-Assessment A Virtual Service Desk uses ‘Tae user is usually unaware ofthe location telecommunication technologes to oF these Service Desks because the desks TOT integrate a widespread network of Service interrelate and function like @ ingle Desks, For instance, Service Desks in entity. However, these desks cannot different time zones eround the world can provide onsite support to users ensure round-the-clock support to users by coordinating their activities and time differences. Progress: side @B—BBOCOOOOOONN | 280 teIntroduction’ Menw Pre-Assessment Overview > ritroduetion Activites Roles Retatonshps Fifective Summary Post-Assessment Progress @B—BB 00000000000 240 Basic Concepts Basic Concepts - Technology structure Sg @ Technology SS cm 4 / 4 Service Desk Tecnnsiogies sO os \ we ~ \ cal Ferwarding Faclities \ NS \ ~ - eS ays ‘System Management Tocle / B Internet Gatew: IT organizations use various technologies to ~ Enhance interaction between Service Desks and users - Track user data to provide inputs to other ITIL processes ‘The Service Desk technologies include: = Computer Telephony Integration (CTI) side - Voice Over Internet Protocol (VOIP) ~ Interactive Voice Response systems cave) ~ Internet gateways - Automated System Management tools ~ Networking tools Call forwarding facilities - E-mails, telephones, and fax serversIntroduction’ Pre-Assessment Overview > riroduetion Activites Roles Retatonshps Fifective Summary Post-Assessment Progress Explore the situation Menw Alex Julian, the Planning and Control maneger of the ICT division, receives Notification about en urgently scheduled meeting in Singapore. The meeting, scheduled in two days, is called to review ISA's ICT Finance Strategy for the Americas ond Asia. ‘tide @BBBOCOOOOOONNO | 26 ote Explore the Situation T 1 | Hi Alex | Meeting in Singepore in 2 days, In the meeting, Alex Julian is required to resent an analysis on the financial situation of the ICT division at the Americas.Introduction’ Explore the situation = Explore the Situation Pre-Assessment Overview > birocuetion Activites Roles Retatonshps Fifective Summary Post-Assessment Alex Julion tries to access relevant tinance-related data from the central TTT Jatabose In Miami. He gets very agitated when parts of the database cannot be accessed although the access rights have been granted. Progress: Slide @BEBECOOOOOONNO | 26 oteEre ee eed Introduction’ Explore the situation = Explore the Situation Pre-Assessment Overview > ritroduetion Activites Roles Retatonshps Fifective Summary Post-Assessment Alex checks with his colleagues f they not get a high priory. Finally, when the have faced similar situations, They are database administrator examines the TTT able to help him with a workaround. complaint, the administrator finds that Then, Alex approaches the database is 2 minor issue and assigns the complaint dministrator The detabese edminitrator to junior ealeague is already working on certain critical issues. Therefore, Alex's complaint does Progress: slide @BBB@ECOOOOO00N | 27 otIntroduction’ Explore the situation = Explore the Situation Pre-Assessment Overview > birocution Activites Roles Retatonshps Fifective Summary Post-Assessment After multiple queries, Alexis finally able Several translations and iterations are to locate the junior colleague who is of required to communicate the correct and TTT Hexican origin. Alex Julian is not complete problem. Eventually, Alex comfortable with the English of the junior manages to get the details across and it database administrator, and is unable to _—_ only takes a few minutes to resolve the properly express his complaint. issue, Progress: ‘tide ]OOOOOOONN0 | 28 oteIntroduction’ Explore the situation = Explore the Situation Pre-Assessment Overview > birocution Activites Roles Retatonshps Fifective Summary Post-Assessment However, Alex has alreedy lost on entre werking day. Considering te tight TTT chedule ond the significance of Alex's task, nether he nor the ISA organization can afford this deley. Progress: ‘tide @BEBBCOOOOOOOO 207EEE eet Introduction’ synopsis Menu ‘Synopsis Pre-Assessment overview > ritroduetion activities Roles Introduction etationshs ‘The main objective ofthe Service Dest function isto serve as a me shale tf cic for unserem I ated qetesand aay “The topic listed the benefte of the Service Desk function and Pete ecmeni discussed the following types of structure of the Se-vice Desk = Centralized Service Desk = Distributed Service Desk > wrtual Service Desk ‘The topic alzo idenaified the various technologies used by Serviee Desks, such as VOIP, Internet, emali telephone, and call forwarding ‘aclties, to recelve and route the users’ queries and complaints. Progress: ‘tide @BBBE—BOOOOOONOO sot‘Activities Introduction’ Menw Introduction Pre-Assessment Overview troduction e [—@% FREED User 1 Relsionsnps Etective sunny veweroee Le @ e a es User 3 ‘The Service Desk can be considered as the manner front office ofan IT organization. As the This topic describes the various activities TOT Front office, itis responsible for resolving _of the Service Desk, queries and complaints from the users of Various IT services, To effectively carry out its responsitilites, the Service Desk must perform its activites in a systematic Progress: side @BBBEBOOOOOOOO | sotActivities activities: Menu Pre-Assessment ce In this regard, the Service Desk personnel perform the fllowing activities: > acts Neo Roles P fasponang Menring te cr Relationships: to User Calls Infrastructure servea Derk surmey Activities of the Service Desk Post-Assessment Af Information g t0 Users 5 Performing Operational ‘Management Tasks ‘Communicating wan Suppliers ‘The Service Desk receives users’ queties as an Inout and processes these queries TTT by directing them to relevent departments within the organization. The final output oF these activities isthe soliton provided to the users’ queries Progress: side @BRBEBOOOOOOOOO | sae teactivities: Activities Menw Pre-Assessment Overview htroduetion > activities Roles Retatonshps Fifective summery Post-Assessment a gensee0oo000000 EEE eet Activities - Responding to User Calls Responding to User cal Proving Information £0 Users Communicating ~ with Suppliers Teroming Operations Mgmnt Tasks ontoring 1 Department the ICT Infrastructure Logges 7 sone Back | @ a User When a user contacts the Service Desk, it Is termed as a call to the Service Desk. All calls are logged and recorded by the Service Desk to enabk Monitoring progress on user queries and resolving controllable delays Providing metrics on customer queries to other organizational deoartments Progress: side - Resolving complaints at the first level by referring to a set of standard and pre- existing solutions Calls can be sorted into the following categories: ~ Changes - IncidentsActivities activities: Menw Pre-Assessment Overview htroduetion > activities Roles Retatonshps Fifective summery Post-Assessment a EEE eet Activities - Responding to User Calls Responding to User Calls, Changes are usvally in the form of ara Requests For Change (RFC). An Information £0 RFC can be for: Users Installing local applications on workstations, penpherals like cone hard disks, and other hardware with Suppliers Operations Mgmnt Tasks - Relocating hardware to user- ontoring 1 Department the ICT Infrastructure User When a user contacts the Service Desk, it Is termed as a call to the Service Desk. All calls are logged and recorded by the Service Desk to enabk Monitoring progress on user queries and resolving controllable delays Providing metrics on customer queries to other organizational deoartments Progress: ‘tide GBRBEBOOOOOOOOO | 2 ot - Resolving complaints at the first level by referring to a set of standard and pre- existing solutions Calls can be sorted into the following categories: ~ Changes - IncidentsActivities activities Menu Pre-Assessment Overview htroduetion > actiites Roles Retatonshps Fifective Summary Post-Assessment a Progress gensee0oo000000 EEE eet Activities - Responding to User Calls Responding to User Calls, Incidents include: Providing Information to network failures Users Communicating with Suppliers Teroming Operations Mgmnt Tasks ontoring the ICT Infrastructure Reports of errors, such as Queries, such as enquiries on the status of incidents. Complaints about services, such as the slow speed of networks Requests for services, such as batch jobs and password authorizetion L_@e User When a user contacts the Service Desk, it Is termed as a call to the Service Desk. All calls are logged and recorded by the Service Desk to enabk Monitoring progress on user queries and resolving controllable delays Providing metrics on customer queries to other organizational deoartments ‘tide seo 1a - Resolving complaints at the first level by referring to a set of standard and pre- existing solutions Calls can be sorted into the following categories: ~ Changes - IncidentsEEE eet activiies Activites | ers Activities - Providing bre Assessment Pema ttreaution Tee > acts ee cals foes Providing antormation remonsnps ta Users ttfeatve Communkating cath Supine eer Performing Post-Assessnent Operators amt Tasks ontoring the ict Infarct ‘The Service Desk is the main source of To provide the required information to information for users of IT services. It Users, the Service Desk can use: TT prooetively informs users about = Passive information sources, such es * Current or expected errors bulletin boards - New and existing services Active information sources, such as e: ~ SLA provisions, mails and screen saver messages Order procedures and associated costs fi Progress: side GBRSEENOOOOOOOO sotActivities activities: Menw Pre-Assessment Overview htroduetion > activites Roles Retatonshps Fifective Summary Post-Assessment Progress gensee—00000000 Activities - Communicating with Suppliers slide Responding to Proving Information £0 Users Communicating with Suppliers. Teroming Operations Mgmnt Tasks ontoring the ICT Infrastructure ‘Suppler IT Organization The Service Desk manages a two-way ‘communication process between the IT organization and its maintenance suppliers. The primary responsibility of the Service Desk is to ensure the repair and replacement of infrastructure components, such as printers, workstations, and telecommunication equipment.Activities activities: Menw Pre-Assessment Overview htroduetion > activites Roles Retatonshps Fifective Summary Post-Assessment @BBBeE—BCOOOOKKO 20 Progress: ‘tide Activities - Performing Operational Management Tasks Responding to Proving Information £0 Users Communicating with Suppliers the ICT Infrastructure ontoring In addition to resolving complaints, the Service Desk performs various tasks for managing business operations of the IT “Fs vos seve en yang 4 aa | \ O78 tee oat sec conan. nesting ase sanaee Seine - Creating user Accounts ~ Authorizing and resetting passwords ~ Installing LAN connections, organization, These operational manegement tasks include Providing system backups Managing the disk space on local servers [al atesnActivities activities: Menu Pre-Assessment Overview htroduetion > activites Roles Retatonshps Fifective Summary Post-Assessment Progress: ‘tide GEnseeBooooKNO «8 Activities - Monitoring the ICT Infrastructure Responding to Proving Information £0 Users Communicating Ww with Suppliers Teroming Operations Mgmnt. Tasks Monitoring the cr Infrastructure: ts we Service Desk Ineident Management The Service Desk might be equipped with tools that detect faults in software and hardware. These tools examine equipment, such as routers, servers, and gateways, for defects. These tools can also estimate the possible impact of the detected defects. Then, the Service Desk notifies its findings to the Incident Management process.‘Activities exalore the Situation = Explore the Situation Pre-Assessment Overview htroduetion > activites Roles Retatonshps Fifective Summary Post-Assessment Alex, the Planning and Control manager in Strategy for America. ISN'SICT division of America, hes been Athouch the next dey s 2 holicay, Alex TTT racing certain access problems for a plans to work the entire day and complete database containing critical business data. the report. Unfortunately, the next da, After several iterations, the problem ls he ts uneble to login tothe network for resolves and Alex gets the required accessing the collated data that he saved access, He collate the necessory date for the previous dey. Frantclly, Alex cals creating the report on ISA's ICT Finance the Service Desk for assistance Progress ‘hae GBRBeeBEOOOOOOO 40‘Activities exalore the Situation Menu Pre-Assessment Overview htroduetion > activites Roles Retatonshps Fifective Summary Post-Assessment ‘The Service Desk contacts the required personnel an informs Alex thatthe TT petwork is undergoing some maintenance werk, The Support department was monitoring the network end had identified some faults in the network Progress: ‘tide GeRmee@ECOOO0OO ete Explore the Situation ‘Therefore, the maintenance work for rectifying these problems was planned on the holiday.‘Activities exalore the Situation Menu Pre-Assessment Explore the Situation Overview htroduetion > activities Roles Retatonshps Fifective summery Post-Assessment ‘The Service Desk had not received any brior information on the maintenance TT pian, However, the Service Desk manages torrestore the connection fora few minutes, enabling Alex to retrieve the data, Alex has aiready lost several hours of precious time: Progress: ‘tide GEReeeBECOOONOO «oteEEE eet Activities synopsis Menu. Synopsis Pre-Assessment overview iroduction > activities Roles Process ES ‘This topic described the various activites performed by the Service cool Desk. These activities incude: coe) + Responding to users’ cals «= Providing information to users Post Assessment ~ Communicating with meintenance suppliers ofthe IT organization + Performing operational management tasks “ Monitoring the Service Desk infrastructure Progress: ‘tide GERBeeBEOOOO0OO «0Roles Introduction’ Menu Pre-Assessment Overview htroduetion Activites > Roles Retatonshps fective summery Post-Assessment To enable the Service Desk to perform its tasks efficiently, itis essential to identity and allocate required roles and responsibilities to the personnel responsible for operating the function This topic describes the roles of various Service Desk personnel and how their Progress: side GERBeeBeEOOO00 «ote Sersice Desk Introduction NN Responsbilties responsibilities depend on the structure and objective of the Service Desk function.Roles Roles Menu Pre-Assessment Overview htroduetion Activites > Roles Retatonshps Fifective Summary Post-Assessment Progress Genseemee000000 slide Roles of Service Desk Personnel . Service Bese ae ¢e \ e + a + alt Center cout unskilled Skiled Service Desk Service Desk Seniee Desk ‘The responsibilities and functional skills of the Service Desk personnel vary according to the type of Service Desk to which they are attached. The various Service Desks can be categorized as: Call centers Unskilled or Call recording Service Desks ~ Skilled or Problem solving Service Desks ~ Expert Service DesksRoles Roles Menw Pre-Assessment Overview htroduetion Activites > Roles Retatonshps Fifective Summary Post-Assessment Progress Roles - Call Genters Unekile Sevice Desks ‘kiled Service Desks expertSenes || "7 Devartment Desks: al A call center only records the calls, but does not provide solutions to the Users. ‘These recorded calls are routed to specialist departments, which then resolve the queries and complaints, In some call centers, recording and routing of calls might be automated by side GEGmeemeeooU «eo using voice response systems. Therefore, it is possible that the Service Desk personnel do nat have any role to play in these types of call cente!Roles Roles Menu Pre-Assessment overview iroduction activities > Roles etationshs fective summery Post-Assessment Progress: ‘tide GEnBeemeeooK « EEE eet Roles - Unskilled or Call Recording Service Desks ‘kiled Service Desks Expert Service Desks: ‘call Cantere Unskilled Service Desks Cig) —- & Service Desk User Unskilled oF Call Recording Service Desk personnel record the user's call, describe it in general terms, and then route the call to the concerned department. This Service Desk is efficient in Incident recording, but has long response times. ‘The Call Recording Service Desk typically requires: - Standardized procedures for recording calls - Scripts on managing calls,Roles Roles Menw Pre-Assessment Overview htroduetion Activites > Roles Retatonshps Fifective Summary Post-Assessment Progress Geneeeeeen00000 slide Roles - Skilled or Problem Solving Service Desks ‘call Cantere Unekile Sevice Desks Skilled Service Desks expertSenes || "7 Devartment Desks: User3 ‘The personnel of Skilled or Problem Solving Service Desks have the required technical skills to handle users’ complaints about Incidents. They usually resolve Incidents by using documented or previously recorded solutions. Only the Unresolved Incidents are routed to specialist support teams for Incident resolution.Roles Roles Menw Pre-Assessment Overview htroduetion Activites > Roles Retatonshps Fifective Summary Post-Assessment Progress Seneeeeee00000 ‘tide Service Desk Personnel - Expert Service Desks ‘call Cantere fie User Unekile Sevice Desks ‘kiled Service Desks S\ in” User 2 Expert Service Desks vs a User 4 Expert Service Desks have persennel with specialist knowledge of the entire IT infrastructure. These personnel also have the expertise to resolve most Incidents on their own.Roles Explore the situation Menw Pre-Assessment Overview htroduetion Activites > Roles Retatonshps Fifective Summary Post-Assessment Progress Seneeeeee00000 side Explore the Situation Chris Donaldson, the ICT Manager, initiates an enquiry on a critical service related problem. Chris Donaldson calls Dan Allen, the Service Desk Manager, for 2 discussion.EEE eet Roles ‘synopsis | ers Synopsis Pre-Assessment overview iroduction activities > Roles Roles etationshs ‘This topic described the roles ofthe Service Desk personrel. The om roles of tre perzomel depend on the structure and objectve of the tne ‘Service Desk. The roles cf the personnel were examined for varus eam types of Service Desks, such as: ~ Gall centers = Unstilled oF Call Recording Service Desks + Silled or rotlem Solving Service Desks ~ Expert Service Desks Post-Assessment ‘The responsibilities and functional sklls ofthe Servce Desk personnel dif according te the type of Service Deck with which they are associated. Progress: side GERSERBEEBOOOOO otRelationships Introduction’ Menu Introduction Pre-Assessment cup rection iIncdext Actes Managemen Roles < Release ‘Configuration s Management | Management @ > Reitonsnes 3 1 g 3 Change a ettectve 5 es z ae : Senin Desk : Post-Assessment suppiess tomers the Service Desk function with the toresoWve their queries an¢ complaints. It following ITIL processes TT oh.0 monitors customer related data “Incident Management Thus, it can provide essential inputs to ~ Change Management/Relesse various ITIL processes. Also, this function Menagement interacts with various IT departments for ~ Configuraton Management prompt restoration of IT services Service Level Manegement This topic describes the relationships of Progress: ‘tide GEGSERBEeBOOOOO sotRelationships Relatad ITIL Processes | ers Relationship with Pre-Assessment Incident Management overview iroduction activities Roles > Reationsnps fective Post-Assessment service Desk Incigent Management Most calls received by the Service Desk Incident Management process provides the are related to Incidents. It reports these solution-related information. The process | SETS Incidents to the Incident Management also refers to the Service Desk records for process. In some cases, it also matches resolving and managing the Incidents and similar previous Incidents and if possible, _restoring services to Users. applies existing solutions to the newly reported Incidents. In this regard, the rege me Gueenemeeeeo00) »%% o>Relationships Menu Pre-Assessment Relatad ITIL Processes overview iroduction activities Roles . > etatonsnps fective summery Service Desk Post-Assessment ‘The Service Desk is responsible for activities, such as: ~ Installing software and hardware ~ Relocating workstations - Setting up LAN connections These activities are closely coordinated with the Change Management and the Release Management processes to: Progress: ‘tide GOGSGeBEeBEOOO 2 ot Relationship with Change Management / Release Management User 2 ~ Evaluate Changes in terms of - development and distribution of applications and IT infrastructure ~ Ensure that the timing of implementing the Changes has a very low impact on the existing service qualityRelationships Menw Pre-Assessment Relatad ITIL Processes = € User Post-Assessment When responding to calls, the Service Desk records the details of the users and their IT resources. Then, the Service Desk validates these user-provided details with the records in the Configuration Management Database (CMDB), which is maintained by the Configuration Management process. Verifying the user Progress: ‘tide GERGERBEeBEOOOO ot Relationship with Configuration Management Service Desk Contguration Management details enables the Service Desk t: ~ Ensure the accuracy of users’ details - Determine the level of service to be provided to usersRelationships Relatad ITIL Processes | ers Relationship with Pre-Assessment Service Level Management overview iroduction activities Roles > Reationsnps fective summery Post-Assessment Service Level Managerent The Service Desk provides information to Service Level Management is informed of users about: the request. The Service Desk also TTT — wSroducts and services supported by the provides information to Service Level TT organization Management on Services thet the users are authorized to = Users” perception of service quolty receive according to the SLA = Users’ Feedback on service interruptions Ifa particular user request connot be met, and response times Progress: slide GEGGERBEeBEOOOO 81xEEE eet Relationships synopsis | ers Synopsis Pre-Assessment Overview htroduetion Activites Roles Relationship > Retetionshps ‘This topie described the relationshia ofthe Service Desk function ee with ether ITIL processes, by detain how Summary ~The incident Management process reies on the Service Desk function ta record and monttor Incidents ~The Service Desk function evaluates Chenges in terms of evelopment and distributen of applications ana IT Post-Assessment Infrastructure |The Service Desk function validates the users! detalie with the CCoaiguration Management database «The Service Level Managernent process recagrizes customers! perceptions about the cervice features from the information provided by the Service Desk function Progress: side GEGGGRBEeBEBOOO otEffective pottlenecks Menu Bottlenecks Pre-Assessment overview Firoduton Effective performance of a Service Desk is often interrunted by bottlenecks, such as: Actes foes {ged | Utes understanding of business Tneeds by the TT orgenization feimonsnps Botenocks Ld = > etectne . a in & | inadequate investment in training Sumery ~~ Post Assessnert ceva bea 1 | Unreatstic Service levels (fy Insufficient significance attributed to the Service Desk ‘Click ener bottlaneck ta view ite workaround. Progress: slide GOGSGRREeBeeNOO 8 otEffective Key Performance Indicators = Key Performance Indicators oe @: Roles User 2 etationshs . effective summery d ho Key Performance User 1 Post-Assessment shit Service Desk @ . user 3 ‘The Key Performance Indicators for the - Number of calls processed per Service Desk function are the: workstation Seen ew i erage duration and answer time per - Total number of calls to the Service Desk call - Average time to resolve @ Incident ~ Percentage of incidents resolved without referring to other departments Progress: ‘tide GORGGRBEemeMEOO oTEffective Pre-Assessment Overview htroduetion Activites Roles Retatonshps DP etfective Summary Post-Assessment Progress SOnSoeeeenee800 ‘tide Critical Success Factors Menw Service Desk Dept. 1 bept. 2 Deot. 3 ¢ Critical Success Factors 1 Orgenization The following Critical Success Factors enhance the effectiveness of the Service Desk function. Users should be able to easily access the desk for resolving their issues. ~ Users should be encouraged to approach ‘the desk for recording and resolving each Incident. - Users should be discouraged from bypassing the desk. - Users should clearly understand the Service Desk function through effective use of SLAs, and product and service catalogues,EEE eet Effective ‘synopsis | ers Synopsis Pre-Assessment overview iroduction activities Roles Effectiveness etationshs ‘This topic discussed the effectiveness of the Service Desk. The act ponte bottlenecks towards an effective Service Desk were elt Identities. Certain possi solutions tc e2cn of tre oottienecks were eam suggested. Also, the key performance indicators to assess the ‘ffectivenett of the Service Deck were listed. Finally, ye topic ‘exemined the citical factors that ersure the success of the Service Desk. Post-Assessment Progress: side GOGGGRGneBemRED 7407EEE eet summary summary = Summary - Introduction Pre-Assessment overview iroduction — ‘The lesson on the Service Desk discussed the following: Roles - Benefits etationshs fective = The basic concepts of the Service Desk function are: > summery Pete eecmeni ~ Structure of the Service Desk Technology of the Service Desk Move the mouse over the bulleted lists ta view more details Progress: side GORGGRBnememMED 7507