SERVICE DESK

Goals To provide a vital day-to-day contact between Customers, Users, IT services & third party support organizations To provide single point of contact for all calls To facilitate the restoration of normal operational service with minimal business impact on the customer within agreed service levels and business priorities To generate reports, to communicate and to promote To provide value to an organization

To provide a vital day-to-day contact between Customers, Users, IT services & third party support organizations

To provide single point of contact for all calls

To facilitate the restoration of normal operational service with minimal business impact on the customer within agreed service levels and business priorities

To generate reports, to communicate and to promote

To provide value to an organization

Activities Receiving, recording, prioritizing and tracking service calls Monitoring & status tracking of all registered calls Escalation & referral to other parts of the organization Reporting about calls on quality of the desk Keeping customers informed on request status and progress Coordinating second line & third party support groups Closing incidents and confirmation with the customer

Receiving, recording, prioritizing and tracking service calls

Monitoring & status tracking of all registered calls

Escalation & referral to other parts of the organization

Reporting about calls on quality of the desk

Keeping customers informed on request status and progress

Coordinating second line & third party support groups

Closing incidents and confirmation with the customer

Different Desks Call Center Handling large call volumes of telephone based transactions, registering them and referring them to other parts of the organizations Help Desk Managing, coordinating and resolving incidents as quickly as possible Service Desk Allowing business processes to be integrated into the Service management infrastructure. It not only handles incidents, problems and questions but also provides an interface for other activities

Call Center

Handling large call volumes of telephone based transactions, registering them and referring them to other parts of the organizations

Help Desk

Managing, coordinating and resolving incidents as quickly as possible

Service Desk

Allowing business processes to be integrated into the Service management infrastructure. It not only handles incidents, problems and questions but also provides an interface for other activities

Local Service Desk

Centralized Service Desk

Virtual Service Desk

Thank You!

Thank You!