Transform and Grow Your Help Desk into a Service Desk within Service Operation: Service Desk, Help Desk Best Practice within Service Operation

The primary goal of the Service Desk is to support the agreed IT service provision by ensuring the accessibility and availability of the ITorganization and by performing various supporting activities. Other objectives include:

To act as a single point of contact for all user incidents, requests and general communication

To restore 'normal service operation' as quickly as possible in the case of disruption

To improve user awareness of IT issues and to promote appropriate use of IT services and resources

To assist other the other IT functions by managing user communication and escalating incidents and requests using defined procedures.

Many organizations have already seen the justification for the creation of a Service Desk team and are reaping these typical benefits gained through the implementation/improvement of a Service Desk function

Improved customer service perception, and satisfaction

Increased accessibility through the use of a single point of contact

Better quality and speedier turnaround of requests

Improved teamwork and communication

Better managed infrastructure and control

Improved usage of IT resources.

This bestselling book delivers all the content you need to Grow a Helpdesk into a Service Desk, Covering:

Operational Support And Analysis Functions

The Service Desk

Goal and objectives

Benefits

Service Desk organizational structures

Service Desk Types (skill levels)

Service Desk staffing

Technical Management

It Operations Management

Technology Considerations

Supporting Documents

Implementation Plan/Project Plan

Service Desk Technology

Terminology

Service Desk Outsourcing Template

Service Desk Metrics

Communication Plan

Business Flyers

Itil V3 Incident Management Process Flow Diagram

Service Desk Objectives And Goals

Policies Objectives And Scope

Business Justification Document

Event Management