About ITIL

The service desk is one of four ITIL® functions and is primarily associated with the Service Operation lifecycle stage. Tasks include handling incidents and requests, and providing an interface for other ITSM processes. Features include:
  • single point of contact (SPOC) and not necessarily the first point of contact (FPOC)
  • single point of entry
  • single point of exit
  • easier for customers
  • data integrity
  • streamlined communication channel

Primary purposes of a service desk include:

  • incident control: life-cycle management of all service requests
  • communication: keeping a customer informed of progress and advising on workarounds

The service desk function can have various names, such as:

  • Call center: main emphasis on professionally handling large call volumes of telephone-based transactions
  • Help desk: manage, co-ordinate and resolve incidents as quickly as possible at primary support level
  • Service desk: not only handles incidents, problems and questions but also provides an interface for other activities such as change requests, maintenance contracts, software licenses, service-level management, configuration management, availability management, financial management and IT services continuity management

The three types of structure for consideration:

  • Local service desk: to meet local business needs – practical only until multiple locations requiring support services are involved
  • Central service desk: for organisations having multiple locations – reduces operational costs and improves usage of available resources
  • Virtual service desk: for organisations having multi-country locations – can be situated and accessed from anywhere in the world due to advances in network performance and telecommunications, reducing operational costs and improving usage of available resources.

Reference:  Wikipedia


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