A the single point of contact between users and IT Service Management. Tasks include handling incidents and requests, and providing an interface for other ITIL processes.
Service Desk quality assurance is an extremely important part of ensuring good service. Good customer feedback can help to justify continued Service Desk staffing and funding, as well as help with the continuous improvement of the customer service process. The following table lists the activities involved in Service Desk quality assurance. These include: 1  Verifying the resolution of the Help request. Service Desk. Simplify service desk management and maximize value to the business by consolidating all core ITSM processes including incident, problem, and knowledge management in your choice of an on-premise or software as a service (SaaS) solution. IT Service Management solutions leverage Big Data to help you reduce tickets and accelerate service deliver while simplifying the control of service desk and ITSM using built-in ITIL best practices. 1 Process objective: The users are to be informed of detractions to the IT Services as soon as these are known to the Service Desk. 2  The users are then placed in a position to adjust themselves to interruptions, and the number of inquiries by users is reduced. 1 Process objective: Findings from the processing of Incidents as well as information from other Service Management Processes are to be incorporated into the Support Knowledge Base in a structured and quality-assured manner, so that future Incidents can be more efficiently processed. ITIL Service Desk / Help Desk. These pages describe one of the ITIL disciplines-The Service Desk, which is covered by the Service Operation volume. They are extracted from the ITIL Toolkit and provide a good example of how the ITIL disciplines are organized. The Service Desk acts as the central point of contact between service providers and users on a day to day basis. It is also a focal point for reporting incidents and for service requests. The Service Desk is the first contact in an organization for any and all IT questions. According to ITIL, the definition of a Service Desk is – A the single point of contact between users and IT Service Management. Tasks include handling incidents and requests, and providing an interface for other ITIL processes. There are many more things a good Service Desk does well, it is the next step in allowing your company to focus specifically on your business plan. Next week: What is a help desk and why is it important. 1  Recommend on Facebook. The ITIL Best Practice Maps for Service Desk are a great way to help jumpstart your ITIL® projects. Harvard Computing Group offers this package of ITIL Service Desk TaskMaps® that covers all aspects of these important processes. The Best Practice Maps are designed for you to use in either of two ways: 1 To provide a starting point in the implementation of ITIL compatible Service Desk based on Best Practices. 2  To deploy and modify these Best Practice Maps for internal organization deployment. 3  Available for immediate download after purchase. ITIL regards a call center, contact center or a help desk as limited kinds of service desk which provide only a portion of what a service desk can offer. A service desk has a more broad and user-centered approach, seeking to provide the user with an informed single point of contact for all IT requirements. A service desk seeks to facilitate the integration of business processes into the service management infrastructure. A significant number of organizations have implemented a central point of contact for handling customer, user and other issues. The service desk types are based on the skill level and resolution rates for service calls. A Service Desk is a primary IT service within the discipline of IT service management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). It is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both Users and IT employees. A significant number of organizations have implemented a central point of contact for handling customer, user and other issues. The service desk types are based on the skill level and resolution rates for service calls. Requirements for Efficient ITSM An analysis of the current ITSM landscape reveals four primary limitations of traditional help-desk solutions:1. Poor service responsiveness— A solution that provides end-to-end management of endpoints and IT assetsis better able to respond quickly and accurately to end-user requests.2. 1-EMA Research 4/22/2009, The Aging Help Desk: Migrating to a Modern Service Desk. The Modern Service Desk:How Advanced Integration, Process Automation, andITIL Support Enable ITSM Solutions That DeliverBusiness Confidence 2. The final process in customer service is ensuring that the Service Desk has provided good service to the user. This is done through Service Desk quality assurance and SLA monitoring and metrics. Good customer feedback can help to justify continued Service Desk staffing and funding, as well as help with the continuous improvement of the customer service process. The following table lists the activities involved in Service Desk quality assurance. These include: 1  Verifying the resolution of the Help request.
https://technet.microsoft.com/en-us/library/cc543268.aspx http://www8.hp.com/us/en/software-solutions/it-service-management-itsm/ http://wiki.en.it-processmaps.com/index.php/Service_Desk_and_Incident_Management http://www.itil.org.uk/sm.htm http://www.arincmanagedservices.com/blog/2010/11/service-desk-or-help-desk/ http://taskmap.com/ITIL%20Service%20Desk%20Best%20Practice%20Maps.html https://en.wikipedia.org/wiki/Service_desk_(ITSM) https://en.wikipedia.org/wiki/Service_desk_(ITSM) http://eval.symantec.com/mktginfo/enterprise/white_papers/b-the_modern_service_desk_WP_20042136.en-is.pdf https://technet.microsoft.com/en-us/library/cc543268.aspx
what are process of service desk