Creating an IT Service Desk

This section provides an example of what is typically required to create an IT Service Desk.

Getting ready

Service Desks are organization-specific but share a common goal. The goal of most Service Desks is to be the central point of contact for customers in the following areas:

• Request for services
• Unplanned outages or interruptions to services
• Feedback channels for improvement to existing services
• Coordination and tracking of active requests and incidents

A prerequisite for creating a Service Desk process is to define what role it would play in the overall ITSM strategy.

Service Desks principles are defined in the ITIL© Service Operations books. Plan to review the industry best practices before creating an organization-specific version.

How to do it...

There are three main types of Service Desk:

• Local Service Desk: A Service desk in each customer's geographic location, independently managing support services
• Central Service Desk: One service desk that supports all geographic locations and offers a consolidated picture of issues and requests across the organization
• Virtual Service Desk: Use technology to manage either of the first two types from any location

The successful Service Desk process is based on communication and coordination. Here are some categories of tools you must plan to implement to support the process:

• Integrated Service Management and Operations Management systems (for example, the Microsoft System Center Management product)
• Advanced telephony systems (for example, auto-routing, hunt groups, Computer Telephony Integration (CTI), Voice Over Internet Protocol (VOIP))
• Interactive Voice Response (IVR) systems
• Electronic communication (voice, video, mobile, intranet, Internet, and e-mail systems)
• Knowledge, search, and diagnostic tools
• Automated operations and Network Management tools

Here are the common functions the Service Desk should aim to perform:

• Receive calls and act as the first-line customer liaison
• Record and track incidents and complaints
• Keep customers informed about request status and progress
• Make an initial assessment of requests, attempt to resolve them, or escalate as appropriate
• Manage the request and issues life cycle, including closure and verification
• Communicate planned changes and disruption to services
• Coordinate hierarchical and functional escalations
• Highlight customer and service desk personnel training opportunities
• Monitor and track Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
• Report on customer trends and service desk performance

How it works...

The service desk process, once established, should deliver the following:

• Act to lower the total cost of IT ownership
• Support the integration and management of the service portfolio and catalogue
• Make efficient use of resources and technology
• Optimize investments and the management of business support services

A service desk should aim to provide a unified and simplified experience to the customers it serves.