What is a Service Desk: Frequently Asked Questions (FAQ) #2

What is a Service Desk: Frequently Asked Questions (FAQ) #2 -

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Frequently Asked Questions (FAQ)

For OUHSC Information Technology

Issue No. 2 May 18, 2005

What is a Service Desk…

What is a Service Desk?

The Service Desk is critically important as the very first contact the organization’s users have with IT Services. The Service Desk is a single point of contact for end users who need anything from IT. The Service Desk handles day-to-day customer issues, end-user calls, and related service issues.

The Service Desk is NOT just a call center or expanded help desk. IT offers a broader range of services through a more global approach to IT. Not only can a Service Desk handle incidents, problems and questions, but a Service Desk can also provide an interface for other activities such as customer change requests, billing and availability management.

The Service Desk has great strategic importance. It represents the interests of the customer to the rest of the IT organization, and is the most important function in an organization for many customers. Because of this, the Service Desk helps to ensure the delivery of customer satisfaction – the key measurement of effective IT Services Management.

An ITIL-based Service Desk …[*]

·Provides a single point of contact (SPOC) for customers and users

· Facilitates the restoration of normal operational service

· Solves most incidents

· Is the front door for other IT departments

· Deals with many customer queries without needing to contact specialist personnel

· Follows up calls originating from within the IT organization

· Detects incidents

· Verifies the details of a caller and their IT resource (also called a configurable item, or CI)

· Handles all incoming calls and only escalates them to the second or third tier support when necessary

· Engages in activities supporting standard processes

· Informs users about the supported products and services to which they are entitled

· Maintains the contacts with customers through promotion of, and providing information about, IT services

· Supports the provision of the services that have been agreed by guaranteeing access to the IT organization

· Acts as a filter that only lets call through to 2nd and third-line support where this is actually necessary

· Always acts professionally when dealing with users

· Ensures that users do not have to search endlessly for a solution

· Ensures accessibility of the IT organization

· Is consistent and efficient in all customer contacts

· Serves as the main source of information to users

· Provides information about new and existing services, provisions of Service Level Agreements (SLAs) and order procedures and costs

· Responsible for contacts with maintenance suppliers

· Performs backups and restores, provides LAN connections, allocates disk space change requests, creates accounts, authorizes and changes passwords (i.e., “standard changes”)

· Has access to a knowledge base, which will contain a list of known solutions for common incidents

· Is responsible for keeping the customer informed on the status of their request

· Is a centralized function for incident and request handling

· Performs ongoing monitoring and management of customer satisfaction

· Provides strong levels of incident communications and ownership

· Has staff and management with the right level of support and customer care skills

· Ensures long term customer retention and satisfaction

· Assists in the identification of business opportunities

· Reduces support costs by the efficient use of resource and technology

· Provides advice and guidance to customers

· Communicates and promotes IT services

· Manages and controls service communications to customers, suppliers and the business

· Coordinates incident management activities

· Manages people, processes and technologies that form the contact infrastructure

· Provides management information about service desk quality and operations

· Integrates business processes into the service management infrastructure

· Records and tracks incidents and complaints

· Keeps customers informed on request status and progress

· Makes an initial assessment of requests, attempting to resolve them or refer them to someone who can

· Implements monitoring and escalation procedures relative to the appropriate SLAs

· Supports identification of problems

· Closes incidents and confirms with the customers

· Coordinates second-line and third line support

· Details actions taken to resolve the incident in concise and readable language

· Classifies complete and accurate information according to root cause

· Resolves with the customer - verbally or, preferably, by email or in writing

· Controls incidents, so that: The customer is satisfied, Cost-center project codes are allocated, the time spent on the incident is recorded, the person, date and time of closure are recorded

· Is where all questions, issues and requests are logged and recorded

· Conducts level 1 incident management support

· Is the focal point for the incident management process

· Is a function of the information technology department

· Assigns the priority of incidents based on impact & urgency

· Receives incidents back from other support groups

· Contacts the person reporting the incident to verify that it has been resolved

· Owns all incidents

· Monitors progress and informs users of the status of their incident

· Is aware of change / release plans and how they will affect routine activities

· Provides information about the quality perception (user satisfaction) of service level management to the it organization

· Assists in defining the response and solution times that will come into effect in the event of a service interruption

[*] This list was developed from numerous official & unofficial sources, may include repetitive statements or activities, and does not necessarily reflect the actual service desk function to be developed for the OU Health Sciences Center