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Service Desk
Basic Concepts - Terminology
Incident
Service Request
Service Desk Organizational
Structures
Service Desk Types
Request For Change
Service Desk
Access Rights
Basic Concepts
Customer&
End User
Service Desk
call
solution
Support group
support
1st line 2nd line 3rd line
Support group
Support group
Support group
Support group
organization
Service Desk
Roles, Responsibilities, and Skills
technical skills
business understanding
communication skills
Service Desk
Service Desk Types
Call Center
Helpdesk
Service Desk
Skill level
Costs
First line resolution
100%
0 %
Service Desk
Organization: Local Service Desk
user user user
Service Desk location C
Service Desklocation A
user
user
user
user
user
user
Service Desk location B
Service Desk
Organization: Centralized Service Desk
Service Desk
User Group User Group User Group
Technical Mgmt
Application Mgmt
IT Ops Mgmt
3rd Party Support
Request Fulfilment
2nd Line Support
Service Desk
User Group User Group User Group
Support Group
Support Group
Support Group
Virtual Service
Desk
SD Analyst
SD Analyst
SD Analyst
SD Analyst
SD Analyst
SD Analyst
Service Desk
Organization: Virtual Service Desk
Service Desk
Organization: Follow the Sun
Service Desk Knowledgebase
AsiaUSA
Australia London
Service Desk & Support Groups set up in different
timezones to provide 24/7
service
Tools
Computerized service desk
Voice services (adv. menu systems, voicemail, SMS)
Web and email (access, notification, updates)
Self help for customers
Contain linkages to SLAs, CMDB
Access to availability monitoring tools
Service Desk
Outsourcing
Decisions to outsource are a strategic issue for senior
managers. Many of the guidelines are not unique to
the Service Desk and can be applied to any function,
support area or service being outsourced (or out-tasked).
Service Desk
Outsourcing Safeguards
• Tools are consistent with those used in the customer organization.
• Customer requirements are adequately scoped and specified.
• Tools not only support the outsourced Service Desk, but also the customers organization’s processes and business requirements.
Service Desk
Process FlowsThe outsourced desk should use the same tools and processes
(or, as a minimum, interfacing tools and processes) to allow
smooth process flow between the Service Desk and second- and
third-line support groups. In addition, the outsourced Service
Desk should have access to:
• All Incident and Problem records and information;• Service Requests records and information;• Known Error Data;• Change Schedule;• Sources of internal knowledge;• SKMS, CMS; and• Alerts for monitoring tools.
Service Desk
SLA Targets
The SLA Targets for overall incident handling and
resolution times need to be agreed with the
customers and among all team and departments –
and OLA/UC targets need to be coordinated and
agreed with individual support groups so that they
underpin and support the SLA targets.
Service Desk
Good CommunicationsThe lines of communication between the outsourced
Service Desk and the other support groups need to work
very effectively. This can be assisted by:
• Close physical co-location;• Regular liaison/review meetings;• Cross-training tutorials between teams and departments;• Partnership arrangements when staff from both;• organizations are used jointly to staff the desk; and• Communication Plans and performance targets are
documented in a consistent manner in OLAs and UCs.
Service Desk
Off-shore Service Desk
Outsourcing companies who offer off-shore
Service Desk solutions should take the following
into account:
• Training programs;• Language skills;• Regular visits by representatives; and• Training in the use of the customer organization tools
and methods of work.
Service Desk
Ownership of data
Clear ownership of the data collected by the outsourced
Service Desk must be established.
Ownership of all data relative to users, customers,
affected CIs, services, Incidents, Service Requests,
Changes etc. must remain with the organization that is
outsourcing the activity – but both organizations will
require access to it
Service Desk