Service Desk Management

ITIL

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.

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.

Roles

Single point Contact Improve Customer

Service Promote Internal team

Work Reduce Negative Impact Improve Infrastructure

management Higher Quality

Management Reporting

Objectives

Log all incidents & requests

First Line Support Handling Escalation

Process Customer

Communications Satisfaction Surveys

Related Process

Event management

Incident management

Problem management

Request fulfillment

Access management

Organization Structure

Local Service Desk

Centralize Service

Desk

Virtual Service Desk

Follow-the Sun

Staff

Staff Level

Skill Level

Training

Retention

Super User

Metrics

First Line Resolution Avg Time to resolve Avg Time to

escalate Cost per /incident Incident volume :

Per day Per week Per year

Thank you..…

Prepared By : Mousa M Bawadi