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ITIL Service Desk

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This presentation illustrates the meaning of the Service desk from ITIL perspective…

This presentation illustrates the meaning of the Service desk from ITIL perspective…


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  • Service Strategy :Creating the set of services that help achieve business objectives.Service Design : Designing services, from technical and business perspectiveService Transition : How to change live production infrastructure, implementing the needed services. Service Operation : Day-to-day IT business, operating. A place to start if you are new to ITIL.CSI : Evaluating and improving services in support of business goals.
  • Transcript

    • 1. Service Desk Management
      ITIL
    • 2. What is ITIL?
      IT Infrastructure Library
      is a set of concepts and practices for managing (IT) services , IT development and IT operations
      Set of books outlining best practices
      Foundation book :
      ITIL Foundation Book
      Core Books :
      Service Strategy Version 3
      Service Design
      Service Transaction
      Service Operation
      Continues service Improvement
      • Complementary Books
    • Organization Capabilities
      Process :
      Sequence of interdependent and linked procedures which, at every stage, consume one or more resources to convert inputs into outputs.
      Function :
      units of Org specialized to perform cretin type of work and responsibilities for specific outcome.
      Service Management :
      Set of specialized org capabilities for providing value to customers in the form of services.
    • 3. Service Desk
      A Service Desk is intended to provide a Single Point of Contact ("SPOC") to meet the communications needs of both Users and IT and to satisfy both Customer and IT Provider objectives.
    • 4. Roles
      Single point Contact
      Improve Customer Service
      Promote Internal team Work
      Reduce Negative Impact
      Improve Infrastructure management
      Higher Quality Management Reporting
    • 5. Objectives
      Log all incidents & requests
      First Line Support
      Handling Escalation Process
      Customer Communications
      Satisfaction Surveys
    • 6. Related Process
      Event management
      Incident management
      Problem management
      Request fulfillment
      Access management
    • 7. Organization Structure
      Local Service Desk
      Centralize Service Desk
      Virtual Service Desk
      Follow-the Sun
    • 8. Staff
      Staff Level
      Skill Level
      Training
      Retention
      Super User
    • 9. Metrics
      First Line Resolution
      Avg Time to resolve
      Avg Time to escalate
      Cost per /incident
      Incident volume :
      Per day
      Per week
      Per year
    • 10. Thank you …..
      Prepared By : Mousa M Bawadi

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