This document outlines plans to establish an IT service desk at TransVision to provide centralized IT support. The service desk will act as a single point of contact for all IT issues, maintain a database of incidents and resolutions, and ensure high quality support. It aims to quickly resolve problems, improve communication between users and support, and incorporate ITIL best practices such as escalating major incidents and integrating with other IT processes. The service desk will follow defined severity levels and processes to efficiently handle all support requests.

1. IT SERVICE DESK
TRANSVISION | WWW.TRANSVISION.CO.ID
PREPARED BY
WAHYU PRIMADI

2. PURPOSE
TO PROVIDE AN ORGANIZATIONAL STRUCTURE THAT WILL EFFECTIVELY SUPPORT OUR EMPLOYEES
(USERS), AND TO ENSURE ORDERLY REPORTING OF PROBLEM RESOLUTIONS.

3. OBJECTIVES
• PROVIDE ONE CENTRAL POINT OF CONTACT FOR PROBLEM RESOLUTION AND INQUIRY.
• PROVIDE ONE CENTRALIZED PROBLEM MANAGEMENT SYSTEM.
• PROVIDE HIGH LEVEL OF TECHNICAL EXPERTISE TO SUPPORT OUR EMPLOYEES (USERS).

4. SERVICE
• PROVIDE DAY-TO-DAY SUPPORT THAT WILL INCLUDE PROBLEM RECEIPT: DATE, TIME, DESCRIPTION
OF THE PROBLEM, AND ITS RESOLUTION.
• MAINTAIN A DATABASE HISTORY. THIS DATABASE WILL PROVIDE US WITH INFORMATION TO
MEASURE THE SERVICE LEVEL.

5. GOALS
• QUICKLY AND EFFICIENTLY RESOLVE PROBLEMS.
• TO HAVE EFFECTIVE COMMUNICATION BETWEEN EMPLOYEES (USERS) AND SUPPORT GROUPS,
THUS ELIMINATING CALLING THE IT SERVICE DESK.
• SYSTEM WILL PROVIDE US WITH THE ABILITY TO ESCALATE PROBLEMS AUTOMATICALLY, IF
NECESSARY.

6. WHY WE CALL IT “SERVICE DESK”
• WHAT IS “IT SERVICE DESK”?
• WHAT IS “IT HELP DESK”?
• WHAT ARE THE CRITICAL DIFFERENCES BETWEEN A “IT SERVICE DESK” AND A “IT HELP DESK”?

7. WHY WE CALL IT “SERVICE DESK”
HELP DESK AND SERVICE DESK BASED ON
ITIL VERSION 3 DEFINITION
ITIL: INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY

8. WHY WE CALL IT “SERVICE DESK”
• LIMITED INTEGRATION WITH OTHER IT SERVICE MANAGEMENT PROCESSES.
• NO CORPORATED REPOSITORY OF INFORMATION.
• SOME AREAS/APPLICATIONS SUPPORTED BY SPECIALTY GROUPS OUTSIDE OF THE HELP DESK
• MANAGEMENT INFORMATION GENERALLY INCLUDES STATISTICS REGARDING TECHNICIAN
PERFORMANCE AND RESOLUTION SLA’S.
• RELINQUISHES INCIDENT OWNERSHIP TO UPON ESCALATION.
REACTIVE PROACTIVE
• FULL INTEGRATION WITH OTHER ITIL SERVICE MANAGEMENT PROCESSES.
• SINGLE, INTEGRATED TOOL SET USED GLOBALLY.
• CENTRALIZED KNOWLEDGE BASE (KB) OF KNOWN ERRORS, AND FIXES.
• ACTS AS THE SINGLE POINT OF CONTACT FOR ALL IT AREAS/APPLICATIONS.
• MANAGEMENT INFORMATION INCLUDES STATISTICS ON SERVICE DEFICIENCIES, CUSTOMER
TRAINING NEEDS, RESOURCE USAGE AND INCIDENT TRENDS, ALLOWING MANAGEMENT TO MAKE
MORE INFORMED, MEANINGFUL IT DECISIONS.
• MAINTAINS INCIDENT OWNERSHIP THROUGH RESOLUTION.

9. THE “IT SERVICE DESK”
• A FUNCTIONAL UNIT MADE UP OF A DEDICATED NUMBER OF STAFF RESPONSIBLE FOR DEALING
WITH A VARIETY OF SERVICE EVENTS, OFTEN MADE VIA PHONE CALLS, EMAILS, IM (EG. GTALK, YM,
BBM, WA, ETC…), TEXT MESSAGES, WEB INTERFACE OR AUTOMATICALLY REPORTED
INFRASTRUCTURE EVENTS.
• THE SINGLE POINT OF CONTACT FOR USERS TO:
 Report service disruptions or degradations.
 Request an IT service.
 Resolve incidents / fulfill request.
• PROVIDES A POINT OF COORDINATION FOR IT GROUPS AND PROCESSES
 Ownership of incidents/requests through lifecycle.

10. WHAT SHOULD WE DO NOW?
• RESPONSIBLE FOR ENSURING USER SATISFACTION IN EVERY STEP OF PROBLEM RESOLUTION.
• REQUIRED TO TRACK DETAILED INFORMATION ABOUT EACH USER'S SERVICE NEED IN AN INCIDENT
MANAGEMENT SYSTEM.
• DIAGNOSTIC STEPS AND COMMUNICATIONS WITH THE USER AS THEY TROUBLESHOOT THE
REPORTED PROBLEM.
• INVESTIGATION AND USE OF A KNOWLEDGEBASE IS REQUIRED TO FIND THE CORRECT SOLUTION.
• FOLLOW-UP WITH ALL USERS TO ENSURE THAT THEIR NEEDS HAVE BEEN MET.
• KEEPING SUPPORT SERVICES RUNNING SMOOTHLY AND EFFICIENTLY IS A PRIORITY AT THE IT
SERVICE DESK, AND ALL STAFF ARE EXPECTED TO PERFORM OTHER OFFICE WORK AS NECESSARY
FROM TIME TO TIME.

11. SEVERITY DEFINITIONS
• HIGH: SYSTEM DOWN OR APPLICATION IS INOPERATIVE.
• MEDIUM: HIGH IMPACT CONDITION ASSOCIATED WITH AN APPLICATION OR
AN HARDWARE PROBLEM.
• LOW: APPLICATION PERFORMANCE, OR AN INTERMITTENT LOW-IMPACT
CONDITION ASSOCIATED WITH SOFTWARE PROBLEM OR USER QUESTION.

12. GATHERING INFORMATION
• INFORMATION REQUIRED:
 Name , Phone, Location, Regional Office, Division, etc…
 Hardware and Software.
 Name of the application.
 Detailed description of the problem.
 Was a change made?
 Screenshots of the error message.
 Etc…
• INSURE THAT ALL THE INFORMATION IS ACCURATELY RECORDED

13. STRUCTURE
• PERFORM LEVEL-1 PROBLEM RESOLUTION WITHIN 15-30 MINUTES TIME FRAME.
• ESCALATE TO MANAGEMENT (TEAM LEADER / ASSISTANT MANAGER, MANAGER, HEAD OF IT), IF THE
PROBLEM IMPACTS THE COMPANY BUSINESS.
• TRACK TICKETS AND EMAILS TO INSURE THAT THEY ARE RESOLVED ON TIME.
• PERFORM LEVEL-2 PROBLEM RESOLUTION FOR SPECIAL AND UNHANDLED CASES.
• PERFORM LEVEL-3 PROBLEM RESOLUTION FOR SELECTED APPLICATIONS.
• PERFORM ON-SITE SERVICES IN CASE OF AN EMERGENCY.

14. ESCALATION PROCESS
IT Service Desk
Enterprise Apps
Development
Infrastructure
Network
(Me)
Team Leader
Assistant Manager
Managers Head of IT
Forward escalations to Assistant Managers and or Managers, if business is affected.

15. SERVICE DESK IMPLEMENTATION
SUCCESS CRITERIA
• FASTER RESOLUTION OF INCIDENTS/SERVICE REQUESTS.
• INCREASED FIRST CALL CLOSURE RATE.
• INCREASED CUSTOMER SATISFACTION.
• REDUCED CUSTOMER, USER AND BUSINESS IMPACT FROM OUTAGES.
• MANAGEMENT INFORMATION IS AUTOMATICALLY COLLECTED FOR ANALYSIS.
• REDUCED OPERATIONAL AND RESOURCE COSTS.
• INCREASED EFFICIENCY/REDUCED WASTE IN PROCESSES.

16. THANK YOU
Your life’s an open book, don’t close it before it’s done.
James Hetfield | Metallica

17. ABOUT ME
System Analyst / Project Manager at LittleOrange
http://www.littleorangecorp.com
IT Service Desk Team Leader / Assistant Manager at TransVision
http://www.transvision.co.id
Lecturer at LP3I
http://www.lp3i.ac.id
Wahyu Primadi
+6289636888887 | wprimadi@gmail.com