Topic: ITIL Service Desk...see the outline.

Let's talk about Service Desk.

Topic 3
SERVICE DESK SUPPORTS

Introduction
Service Desk is a front end office for the IT Department. It handles mini work. It is also the single entry point of contact in the IT organisation, this is from the customers’ perspective, since the customers do not need to see a physical personnel for any information as regards the company of IT Services.

Functions and Activities

1. It enhances user access to IT department- First line liaison.
2. It promotes faster response /Turnaround to request while recording and tracking incident and complaints.
3. It improves communication and team work by informing about the status, progress, assessment and changes, either short term or long term.
4. It escalate procedure based on the Service Level Agreements (SLAs).

Types of Service Desk

1: Centralized Service Desk
The primary responsibility of this is to accept and records calls, routing, monitoring and escalation. It also unifies business operation supports. It uses a common reporting /Recording system. In centralized, quick response and close proximity are objectives. It also bridges physical and operational resources via direct communication.

2. Local Service Desk (Distributed)
The goal of this type is to get the service desk to the end user. It can be divided into geographical, departmental, Product, etc.


There is more to this and many more which cannot be expounded on this platform.
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