Chapter 2: Service Desk
Upcoming SlideShare
Loading in...5
×
 

Chapter 2: Service Desk

on

  • 433 views

Property of Nanyang Polytechnic

Property of Nanyang Polytechnic

Statistics

Views

Total Views
433
Views on SlideShare
420
Embed Views
13

Actions

Likes
0
Downloads
13
Comments
0

2 Embeds 13

http://localhost 10
http://itsmiep.zapto.org 3

Accessibility

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

Chapter 2: Service Desk Chapter 2: Service Desk Presentation Transcript

  • ITIL best practise - Service Desk Chapter 2 1. Introduction –The service desk plays an important role of user support. It serves as the front office for the other IT departments, and deal with many customer queries without needing to contact specialist personnel. For the user, the service desk provides theg p p p single point of contact with the IT organisation. 2. Basic conceptp Three types of structures should be considered for optimum usage: • Local Service Desk (distributed)• Local Service Desk (distributed) • Central Service Desk • Virtual Service Desk.
  • ITIL best practise - Service Desk Chapter 2 2. Basic concept Local Service DeskLocal Service Desk Local User Local User Local UserLocal User Local User Local User Local Service Desk First line support Third Party Support Network & Operations Support Application Support Desktop Support
  • ITIL best practise - Service Desk Chapter 2 2. Basic concept Central Service Desk Customer Site 1 Customer Site 2 Customer Site 3 Centralised Service Desk Second Line Support Third Party Network & O ti Application Desktopy Support Operations Support pp Support p Support View slide
  • ITIL best practise - Service Desk Chapter 2 2. Basic concept Paris Service Desk New York Service Desk Virtual Service Desk Virtual Service Desk Customer Site 1 Customer Site 2 Customer Site 3 Customer Site 1 Customer Site 2 Customer Site 3 Desk Singapore London Service Desk Hong K Singapore Service Desk Customer Site 1 Customer Site 2 Customer Site 3 Customer Site 1 Customer Site 2 Customer Site 3 Kong Service Desk Customer Site 1 Customer Site 2 Customer Site 3 View slide
  • ITIL best practise - Service Desk Chapter 2 2. Basic concept Service Desk Technology • Integrated Service Management and Operations Management systems (e.g HP helpdesk, Marvel, Remedy etc) • Advanced telephone systems (e.g. auto-routing, hunt groups, Computerp y ( g g g p p Telephony Integration (CTI), Voice Over Internet Protocol (VOIP)) • Interactive Voice Response (IVR) systems • Electronic mail (e.g. voice, video, mobile comms, Internet, email systems) • Fax servers (supporting routing to email accounts)• Fax servers (supporting routing to email accounts) • Pager systems • Knowledge, search and diagnostic tools • Automated operations and Network Management tools. (e.g HP OpenView)
  • ITIL best practise - Service Desk Chapter 2 3. Objective : • To provide a single point of contact for Customers • To facilitate the restoration of normal operational service with minimal business impact on the Customer within agreed service levels and business priorities
  • ITIL best practise - Service Desk Chapter 2 4. Activities 4.1 Responding to calls, there are 2 types / categories of calls - Incidents - Error reports – true faults and complaints about the services. - Service requests – are classified in ITIL as incidents, but do not involve a failure in the IT infrastructure. Service requests also do not fall into the change management category. - Changes – these are non-standard changes, which are not handled as service requests. A request for such a change will follow the standard process of Change Management, requiring a formal Request for Change (RFC). 4.2 Providing information –Service desk should serve as the main source of information to users. All efforts must be made to inform the users of the status of the incidents as well as the information of new services, Service Level Agreement (SLAs), procedures and costs. Active and passive. 4.3 Supplier – Service desk is often responsible for contacts with maintenance suppliers, including the repair and replacement of printers, workstations, and in some cases, network equipment.
  • ITIL best practise - Service Desk Chapter 2 4.4 Operation management tasks – Making back-ups and restores, providing LAN connections, disk space management on local servers, creating accounts, authorizing and resetting passwords may also be the responsibility of the Service DeskDesk. 4.5 Infrastructure monitoring – Service desk may have access to tools, which can be used to estimate the impact of faults affecting essential equipment, such as routers servers and gateways mission critical systems applications androuters, servers, and gateways, mission critical systems, applications and database. These tools will detect faults and inform incident management automatically.
  • ITIL best practise - Service Desk Chapter 2 5 Critical Success factors • Provide 'quick wins' to demonstrate the benefits• Provide quick wins to demonstrate the benefits • Start simple, adopting a phased approach • Involve Customers, especially those that tend to be outspoken and critical of your services • Explain the differences that will be seen by Customers • Involve third-party service suppliers • Make sure everyone involved or affected by the Service Desk knows what is being done and why - this also includes other supportwhat is being done and why - this also includes other support operations, such as telecommunications, building services) • Sell the benefits to support staff to avoid resistance to the changes - particularly important because support staff are generally cautious • Educate staff and managers to be 'Customer - and service-focused'.
  • ITIL best practise - Service Desk Chapter 2 6 Role and function The role and responsibilities of the Service Desk is the recording and life-cycleThe role and responsibilities of the Service Desk is the recording and life cycle management of all Incidents that affect the operational service delivered to the business and its customers. The common Service Desk functions include:The common Service Desk functions include: • Receiving calls, first-line Customer liaison • Recording and tracking Incidents and complaints • Keeping Customers informed on request status and progressKeeping Customers informed on request status and progress • Making an initial assessment of requests, attempting to resolve them or refer them to someone who can, based on agreed service levels • Monitoring and escalation procedures relative to the appropriate SLA • Managing the request life-cycle including closure and verificationManaging the request life cycle, including closure and verification
  • ITIL best practise - Service Desk Chapter 2 6 Role and function The common Service Desk functions include:The common Service Desk functions include: • Communicating planned and short-term changes of service levels to Customers • Coordinating second-line and third-party support groups • Providing management information and recommendations for service improvementProviding management information and recommendations for service improvement • Identifying Problems • Highlighting Customer training and education needs • Closing Incidents and confirmation with the Customer • Contributing to Problem identificationContributing to Problem identification.
  • ITIL best practise - Service Desk Chapter 2 6 Role and function The roles of service agent or service desk staffThe roles of service agent or service desk staff • Customer-focused • Articulate and methodical T i d i i t l kill• Trained in interpersonal skills • Multilingual (if required) • Able to understand the business's objectives • Able to understand and accept that the Customer's Problem affects thep business, without the Customer there is no support department and customer is an expert in their own field • Genuinely wanting to deliver a first-class service.
  • ITIL best practise - Service Desk Chapter 2 6 Role and function Good Customer relationships to win businessGood Customer relationships to win business • Answer all incoming phone calls before the third ring. • When you answer the phone be warm and enthusiasticWhen you answer the phone, be warm and enthusiastic. • When answering the phone, welcome callers courteously and identify yourself and our organization. • Enunciate clearly, keep your voice volume moderate, and speak slowly and clearly when answering the phone, so your caller can understand you easily. • Control your language when answering the phone Don't use slang or jargonControl your language when answering the phone. Don t use slang or jargon. Instead of saying, "OK", or "No problem", • Train your voice and vocabulary to be positive when phone answering, even on a "down" dayon a down day.
  • ITIL best practise - Service Desk Chapter 2 6 Role and function Good Customer relationship to win businessGood Customer relationship to win business • Take telephone messages completely and accurately. If there's something you don't understand or can't spell, such as a person's surname, ask the caller to repeat it or spell it for youcaller to repeat it or spell it for you. • Answer all your calls within one business day even just to update the incident. • Always ask the caller if it's all right to put her on hold when answering the phone, and don't leave people on hold. • Don't use a speaker phone unless absolutely necessaryDon t use a speaker phone unless absolutely necessary. • Train everyone else who answers the phone to answer the same way to provide consistency.
  • ITIL best practise - Service Desk Chapter 2 7 Key Performance Indicator I th t l h d i kl ?- Is the telephone answered quickly? - Are calls routed to second level support within x minutes.? - Is the service restored within an acceptable time and in accordance with the SLA? - Are the users advised in time about current and future changes and errors? - Is the telephone answered courteously? Are users given good advice on how to prevent incident?- Are users given good advice on how to prevent incident? - Customer satisfaction.
  • ITIL best practise - Service Desk Chapter 2 8 Possible problems L k f t i i f th i t- Lack of training for the service agent - Management commitment for resources, i.e fund, personnel etc - Awareness among staff in the organisation.
  • ITIL best practise - Service Desk Chapter 2 Quiz 1 Whi h f th i DIRECT b fit f h i S i D k?1 Which of these is a DIRECT benefit of having a Service Desk? A Customer Service Level Requirements are established B Technical support staff are less likely to be interrupted to deal with user’s callpp y p C Changes taking place are properly coordinated D All the information in the CMDB is kept up to date ( ) 2 Which incidents should be logged by Service Desk? A Only incident not resolved at logging B Only incidents which has major impact on the IT service C All incidents except simple enquires D All incidents ( )
  • ITIL best practise - Service Desk Chapter 2 Quiz 3 C id i th f ll i t i3 Considering the following metrics: 1 Number of incidents closed without onward referral 2 Number of incidents correctly categorised at loggingy g gg g 3 Number of hardware faults reported Which of the above are valid performance indicators for the service desk? A 1, 2 & 3 B 1 & 2 C 1 & 3 D 2 & 3 ( )