ITIL v3 Foundation Module 6 Functions
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Transcript of ITIL v3 Foundation Module 6 Functions
ITIL v3 Foundations Module 6: Functions 2
Roles, functions and objectives of Service DeskOrganizational structures of Service DeskService Desk metrics
Module 6 Functions: Service Desk
AGENDA
ITIL v3 Foundations Module 6: Functions 3
Discuss the roles, functions and objectives of Service DeskDifferentiate the organizational structures of Service DeskEnumerate and define Service Desk metrics
At the end of this module, you should be able to:
OBJECTIVES
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Service Desk as Part of IT Group
SERVICE DESK – should be the daily single point of contact (SPOC) of IT users.
Can handle or escalate incidents, manage service requests and answer queries
Provide an interface for IT activities
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Improve customer service, perception of IT and satisfaction with IT services
Increase accessibility to IT services being the single point of
contact
Reduce negative business impact
Provide better quality and faster turnaround of customer or
user IT requests
Service Desk Objectives
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Organizational Structure
- is physically close to the user community it serves.
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Organizational Structure
– deployed at one central location.
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Organizational Structure
- single, centralized Service Desk
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Organizational Structure
3. FOLLOW THE SUN – is the type of global support workflow in which tasks are passed around depending on time zone and its business
hours.
4. SPECIALIZED – group of specialists within the overall Service Desk structure who will handle issues relating to a particular IT
service to be be routed directly (normally via telephony selection or IVR or a web-based interface) to the specialist group.
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Service Desk Metrics
1. Resolution rate2. Average handle time (AHT)3. Response time4. Resolution time5. Client satisfaction (CSAT)
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Wrap Up
1. What are the objectives of Service Desk? 2. Discuss the organization structures of Service Desk? Is there an ideal set
up? Why?3. Why is it important to have metrics?
ITIL v3 Foundations Module 6: Functions
QUESTIONS?