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Service Desk

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Page 1: Service Desk. Basic Concepts - Terminology Incident Service Request Service Desk Organizational Structures Service Desk Types Request For Change Service

Service Desk

Page 2: Service Desk. Basic Concepts - Terminology Incident Service Request Service Desk Organizational Structures Service Desk Types Request For Change Service

Basic Concepts - Terminology

Incident

Service Request

Service Desk Organizational

Structures

Service Desk Types

Request For Change

Service Desk

Access Rights

Page 3: Service Desk. Basic Concepts - Terminology Incident Service Request Service Desk Organizational Structures Service Desk Types Request For Change Service

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

Page 4: Service Desk. Basic Concepts - Terminology Incident Service Request Service Desk Organizational Structures Service Desk Types Request For Change Service

Roles, Responsibilities, and Skills

technical skills

business understanding

communication skills

Service Desk

Page 5: Service Desk. Basic Concepts - Terminology Incident Service Request Service Desk Organizational Structures Service Desk Types Request For Change Service

Service Desk Types

Call Center

Helpdesk

Service Desk

Skill level

Costs

First line resolution

100%

0 %

Service Desk

Page 6: Service Desk. Basic Concepts - Terminology Incident Service Request Service Desk Organizational Structures Service Desk Types Request For Change Service

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

Page 7: Service Desk. Basic Concepts - Terminology Incident Service Request Service Desk Organizational Structures Service Desk Types Request For Change Service

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

Page 8: Service Desk. Basic Concepts - Terminology Incident Service Request Service Desk Organizational Structures Service Desk Types Request For Change Service

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

Page 9: Service Desk. Basic Concepts - Terminology Incident Service Request Service Desk Organizational Structures Service Desk Types Request For Change Service

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

Page 10: Service Desk. Basic Concepts - Terminology Incident Service Request Service Desk Organizational Structures Service Desk Types Request For Change 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

Page 11: Service Desk. Basic Concepts - Terminology Incident Service Request Service Desk Organizational Structures Service Desk Types Request For Change Service

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

Page 12: Service Desk. Basic Concepts - Terminology Incident Service Request Service Desk Organizational Structures Service Desk Types Request For Change Service

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

Page 13: Service Desk. Basic Concepts - Terminology Incident Service Request Service Desk Organizational Structures Service Desk Types Request For Change Service

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

Page 14: Service Desk. Basic Concepts - Terminology Incident Service Request Service Desk Organizational Structures Service Desk Types Request For Change Service

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

Page 15: Service Desk. Basic Concepts - Terminology Incident Service Request Service Desk Organizational Structures Service Desk Types Request For Change Service

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

Page 16: Service Desk. Basic Concepts - Terminology Incident Service Request Service Desk Organizational Structures Service Desk Types Request For Change Service

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

Page 17: Service Desk. Basic Concepts - Terminology Incident Service Request Service Desk Organizational Structures Service Desk Types Request For Change Service

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