IT Service Desk - Revision history

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← Older revision		Revision as of 13:16, 31 August 2023
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	== See Also ==		== See Also ==
−	[[SLA Management]]	+	*[[SLA Management]]
		+	*[[IT Maturity Model]]

@@ Line 1: / Line 1: @@
 == What is IT Service Desk ==
-The ITIL definition of the '''IT Service Desk''' (service operation) is the single point of contact between the service provider and the users]. A typical service desk manages incidents and service requests and handles communication with the users. The service desk typically has a help desk component, but its overall goal is to be proactive in improving IT and business processes across the organization. The best service desks are constantly looking for opportunities to run all IT processes, including the help desk, more efficiently. Some key traits of the service desk are:
+The ITIL definition of the '''IT Service Desk''' (service operation) is the single point of contact between the service provider and the users. A typical service desk manages incidents and service requests and handles communication with the users. The service desk typically has a help desk component, but its overall goal is to be proactive in improving IT and business processes across the organization. The best service desks are constantly looking for opportunities to run all IT processes, including the help desk, more efficiently. Some key traits of the service desk are:
 *Fully integrating with other ITSM processes
 *Acting as SPOC for all IT areas, applications, and business processes
 *Tracking compliance with service level agreements (SLAs)
-*Providing a self-service capability for incident and service requests, with an integrated [[Service Catalog|service catalog]]
+*Providing a self-service capability for incident and service requests, with an integrated service catalog
 *Integrating and communicating with the configuration management database (CMDB)<ref>[https://www.bmc.com/blogs/help-desk-vs-service-desk-whats-difference/ Definition - What is Service Desk in ITIL? ]</ref>
@@ Line 11: / Line 11: @@
 The IT helpdesk function was born in the late 1980s as a support capability to fix IT issues. It was a highly technical function focused on the technology rather than the end users. Early IT helpdesks didn’t have the concept of SLAs or time-based targets for resolving issues. It wasn’t until ITIL came onto the scene in the 1990s, capturing IT Service Management best practices, that the concept of the user-centric IT service desk began to emerge. The service desk was seen as an essential part of “managing IT like a service”.
-In the mid-1990s, research by Iain Middleton of Robert Gordon University found that value was derived not only from a reactive response to user issues but also from the help desk's unique position of communicating daily with numerous customers or employees. The information gained about technical problems, user preferences, and what satisfies users can be valuable for the planning and development work of IT services].
+In the mid-1990s, research by Iain Middleton of Robert Gordon University found that value was derived not only from a reactive response to user issues but also from the help desk's unique position of communicating daily with numerous customers or employees. The information gained about technical problems, user preferences, and what satisfies users can be valuable for the planning and development work of IT services.
 With the publishing of ITIL v2 in 2001, the Service Desk function and its role in incident and request management became one of the core components of IT service operations in many organizations. As the decade continued, globalization along with increasing pressures to reduce IT operational costs led many organizations to centralize IT Service Desk functions with many engaging 3rd party support partners to staff them. Outsourcing of IT service desk functions led to further standardization of processes and growth in the market of help desk ticketing software.
@@ Line 58: / Line 58: @@
 **Request Monitoring and Escalation - Service desk staff must work together to ensure that service levels are not breached. This means consistently monitoring the status of all service requests and escalating service requests to a higher resolution level when service level agreements are in jeopardy.
 **Request Closure and Evaluation - The service desk has the same reporting responsibilities for the request fulfillment process as it does for the Incident Management process. If any problems or errors are discovered that require further attention, they should be passed on to problem management for a root cause analysis. Otherwise, the service desk should generate a Request Record with all of the most important information about the request so that it can be documented for future analysis and investigation.
-Request fulfillment and Incident Management can be equally important processes within the IT organization. When customers can't access their machine because they forget their password, it's important that a member of the service desk staff is available to offer a quick password reset that can get them back online quickly. At the same time, this is exactly the type of service that can be automated through a service catalog that offers self-service. Service desk staff should continuously develop a knowledge base and self-service portal that empowers customers to handle IT issues on their own when it is convenient and reduces the burden on the service desk.
+**Request fulfillment and Incident Management can be equally important processes within the IT organization. When customers can't access their machine because they forget their password, it's important that a member of the service desk staff is available to offer a quick password reset that can get them back online quickly. At the same time, this is exactly the type of service that can be automated through a service catalog that offers self-service. Service desk staff should continuously develop a knowledge base and self-service portal that empowers customers to handle IT issues on their own when it is convenient and reduces the burden on the service desk.
 *The Service Desk Acts as a Single Point of Communication (SPOC): The third major role of the service desk is as a single point of contact between the business and the IT organization for all communications related to IT. In view of what we've already discussed, you might think that the majority of these communications are related to either Incident Management tickets or service requests, and for the most part, you'd be right. Still, there's one other type of communication that forms a major part of the responsibilities of the service desk.
 **The IT service desk manager is responsible for ensuring that users are proactively notified of existing or imminent service outages that could threaten their productivity or lead to excessive call volume. If a number of customers are experiencing an error, there should be a proactive effort to disseminate the solution or workaround throughout the company rather than having every single employee call IT throughout the day for the resolution.

@@ Line 46: / Line 46: @@
 == Core Functions of the IT Service Desk<ref>What are the 3 Core Functions of the IT Service Desk? [https://www.cherwell.com/it-service-management/library/blog/it-service-desk-responsibilities/ Cherwell]</ref> ==
-The service desk acts as a single point of contact between the IT organization and the business for all incident reports, service requests, change notifications, and any other necessary communications. IT Service Desk Responsibilities revolve around the role of the service desk in Incident Management and Request Fulfillment along with communications. Let's take a deeper look at each process and the responsibilities of the service desk.
+The service desk acts as a single point of contact between the [[IT Organization (information technology organization)|IT organization]] and the business for all incident reports, service requests, change notifications, and any other necessary communications. IT Service Desk Responsibilities revolve around the role of the service desk in Incident Management and Request Fulfillment along with communications. Let's take a deeper look at each process and the responsibilities of the service desk.
 *Service Desk Owns the Incident Management Process: In ITIL 2011, the service desk owns the Incident Management process and is responsible for resolving incidents according to service level agreements with the goal of restoring services as quickly as possible and getting the customer back to work. IT service desk responsibilities that are associated with Incident Management include:
 **Incident Management Support - Service desk managers must ensure that adequate tools, processes, and skills are maintained throughout the service desk team to ensure the timely and effective handling of incidents. Without adequate support, the efficiency and performance of this IT service desk process is significantly diminished.
@@ Line 67: / Line 67: @@
 == Service Desk Types<ref>What are the Different Service Desk Types according to ITIL? [https://advisera.com/20000academy/blog/2014/05/06/itil-service-desk-types/ Advisera]</ref> ==
-Given below is the description of various Service Desk types according to ITIL or Service Management practices in general.
+Given below is the description of various Service Desk types according to ITIL or [[Service Management]] practices in general.
 *Service Desk types by internal organization
 **Single level – while it’s not common to have a wide array of subject matter experts within Service Desk, depending on services provided, Service Desk may use such arrangement (e.g., for premium-level service support).
@@ Line 74: / Line 74: @@
 **Local Service Desk – generally located close to the customer, on location or within a branch office.
 **Central Service Desk – disregarding the customer’s size or dispersion, Service Desk provides support services from a single central location. May address language, cultural or time-zone considerations.
-**Virtual Service Desk – while Service Desk staff may be dispersed among a number of locations (even worldwide), by using available technology and Internet, we can create the illusion of a single centralized Service Desk.
+**Virtual Service Desk – while Service Desk staff may be dispersed among a number of locations (even worldwide), by using available [[Technology|technology]] and [[Internet]], we can create the illusion of a single centralized Service Desk.
 **Follow the Sun – the most challenging type of Service Desk that supports customers around the globe. The Service Desk staff can’t be appointed by a normal day / night routine, as “day” in this case lasts for a full 24 hours.
-[[File:Types of Service Desks.jpg|400px|Types of Service Desks]]<br />
+[[File:Types of Service Desks.jpg|500px|Types of Service Desks]]<br />
 source: Advisera
-*Service Desk types by business model
+*Service Desk types by [[Business Model|business model]]
 **Service Desk as cost center – model in which Service Desk operates under a budget, and is considered to be a cost (or expense) to the company. The main challenge in managing such a Service Desk is to eliminate “hidden” costs.
 **Service Desk as profit center – while it must cover all of it expenses, Service Desk must also generate profit by charging fees with reasonable margins for provided services. The main challenge is to establish an accurate and profitable service pricing list, without alienating the customers.
@@ Line 94: / Line 94: @@
 **Inbound – Service Desk receives calls and messages from the customer, and responds accordingly. The customer initiates all communication.
 **Outbound – Service Desk may initiate communication to the customer (or potential customer) in telemarketing fashion. May be used to contact customers in early days of service / product usage to increase experience, or to directly sell (upsell) services, e.g., after the customer registers for free products / services.

← Older revision		Revision as of 19:16, 24 March 2021
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	**The IT service desk manager is responsible for ensuring that users are proactively notified of existing or imminent service outages that could threaten their productivity or lead to excessive call volume. If a number of customers are experiencing an error, there should be a proactive effort to disseminate the solution or workaround throughout the company rather than having every single employee calling into IT throughout the day for the resolution.		**The IT service desk manager is responsible for ensuring that users are proactively notified of existing or imminent service outages that could threaten their productivity or lead to excessive call volume. If a number of customers are experiencing an error, there should be a proactive effort to disseminate the solution or workaround throughout the company rather than having every single employee calling into IT throughout the day for the resolution.
	**In addition, there are times when IT will implement changes that affect the availability of services, or that will result in a reboot of systems that affects access to particular services for a short time. In these cases, IT service desk managers should ensure that users are given advance notice and can prepare for the period of service unavailability.		**In addition, there are times when IT will implement changes that affect the availability of services, or that will result in a reboot of systems that affects access to particular services for a short time. In these cases, IT service desk managers should ensure that users are given advance notice and can prepare for the period of service unavailability.
		+
		+
		+	== Service Desk Types<ref>What are the Different Service Desk Types according to ITIL? [https://advisera.com/20000academy/blog/2014/05/06/itil-service-desk-types/ Advisera]</ref> ==
		+	Given below is the description of various Service Desk types according to ITIL or Service Management practices in general.
		+	*Service Desk types by internal organization
		+	**Single level – while it’s not common to have a wide array of subject matter experts within Service Desk, depending on services provided, Service Desk may use such arrangement (e.g., for premium-level service support).
		+	**Multilevel – the more common organization type, where a Self-Service Portal represents the support starting point (Level 0), and Service Desk is considered to be the first line of support (Level 1 support). More complex incidents are forwarded to the appropriate expert group (Level 2 support), and if needed, the vendor or manufacturer will be contacted (Level 3 support).
		+	*Service Desk types by size and location
		+	**Local Service Desk – generally located close to the customer, on location or within a branch office.
		+	**Central Service Desk – disregarding the customer’s size or dispersion, Service Desk provides support services from a single central location. May address language, cultural or time-zone considerations.
		+	**Virtual Service Desk – while Service Desk staff may be dispersed among a number of locations (even worldwide), by using available technology and Internet, we can create the illusion of a single centralized Service Desk.
		+	**Follow the Sun – the most challenging type of Service Desk that supports customers around the globe. The Service Desk staff can’t be appointed by a normal day / night routine, as “day” in this case lasts for a full 24 hours.
		+
		+
		+	[[File:Types of Service Desks.jpg\|400px\|Types of Service Desks]]<br />
		+	source: Advisera
		+
		+
		+	*Service Desk types by business model
		+	**Service Desk as cost center – model in which Service Desk operates under a budget, and is considered to be a cost (or expense) to the company. The main challenge in managing such a Service Desk is to eliminate “hidden” costs.
		+	**Service Desk as profit center – while it must cover all of it expenses, Service Desk must also generate profit by charging fees with reasonable margins for provided services. The main challenge is to establish an accurate and profitable service pricing list, without alienating the customers.
		+	*Service Desk types by ownership
		+	**In-house – running the Service Desk services within the company or organization. Service Desk personnel are company employees, and therefore a stronger level of management is required in order to manage costs (or profit), staff and effort.
		+	**Outsourced – having Service Desk provided from a third party outside the company. May provide lower costs, and more efficient use of resources. Services provided, volume, and service levels are determined and agreed by contract. While it was very popular practice a few years ago, it fails on many occasions as it adds another layer of complexity to the existing situation. It could be very useful if you understand your own cost structure very well.
		+	*Service Desk types by customer orientation
		+	**Internal – providing Service Desk services internally, within the same organization or company. The company may have several Service Desks that employees contact for support (e.g., IT, facilities, HR, fleet management, etc.).
		+	**External – providing support to the customers who bought or use our products or services. Service Desk may play a vital role in pre-sales and post-sales customers’ experience.
		+	*Service Desk types by communication flow
		+	**Inbound – Service Desk receives calls and messages from the customer, and responds accordingly. The customer initiates all communication.
		+	**Outbound – Service Desk may initiate communication to the customer (or potential customer) in telemarketing fashion. May be used to contact customers in early days of service / product usage to increase experience, or to directly sell (upsell) services, e.g., after the customer registers for free products / services.
		+

@@ Line 25: / Line 25: @@
 *Network Operations: It is the ability to monitor the [[Network|network]] connections and devices connected to the network remotely. The service desk has to monitor the changes, incidents, and traffic in the network and ensures that the [[Network Infrastructure|network infrastructure]] is optimized for the [[Business Operations|operations of the organization]].
 *Systems Operations: It is the ability to manage the core [[System|systems]] of the company. It includes monitoring the performance of the systems, installing [[Software|software]] updates, patches and managing changes and support for different platforms used in the company’s systems.
 [[File:Operations Managed by Service Desk.png|400px|Operations Managed by Service Desk]]<br />
 source: Invensis
 *Database Operations: It is the ability of the service desk to maintain the [[Database (DB)|database]] by monitoring its performance, reviewing the logs, managing the access and changing control for certain database software such as Oracle.
@@ Line 59: / Line 57: @@
 **Request Fulfillment Support - Similar to the Incident Management support process, the service desk manager needs to ensure that the tools, processes, personnel, and training are adequately maintained to realize an effective and efficient request fulfillment process. This includes training service desk analysts on how to deliver services for customers as well as building a service catalog and including automated self-service options that proactively reduce the number of service requests and help maintain agreed service levels.
 **Request Logging and Categorization - Service requests, like incidents, are logged and categorized according to their type and priority. Importantly, service desk analysts must include a check step to verify that the person submitting the service request is authorized to do so.
-Request Model Execution - Request model execution simply means fulfilling customer requests in an appropriate time frame. IT departments should manage expectations by agreeing with the business on the service level to be provided and ensuring that requests are fulfilled within the agreed time schedule.
+**Request Model Execution - Request model execution simply means fulfilling customer requests in an appropriate time frame. IT departments should manage expectations by agreeing with the business on the service level to be provided and ensuring that requests are fulfilled within the agreed time schedule.
 **Request Monitoring and Escalation - Service desk staff must work together to ensure that service levels are not breached. This means consistently monitoring the status of all service requests and escalating service requests to a higher resolution level when service level agreements are in jeopardy.
 **Request Closure and Evaluation - The service desk has the same reporting responsibilities for the request fulfillment process as it does for the Incident Management process. If any problems or errors are discovered that require further attention, they should be passed on to problem management for a root cause analysis. Otherwise, the service desk should generate a Request Record with all of the most important information about the request so that it can be documented for future analysis and investigation.

@@ Line 45: / Line 45: @@
 *[[Automation]]: Ensures routine tasks are always performed to completion, freeing up support staff to engage in unique and challenging tasks.
 *[[Analytics]]: Collects and studies all relevant data to generate actionable insights that can improve service desk performance and results.
 == Service Desk vs. Help Desk<ref>Service desk vs. help desk: what’s the difference? [https://www.atlassian.com/itsm/service-request-management/help-desk-vs-service-desk-vs-itsm Atlassian]</ref> ==
-The service desk was an evolution of the help desk, born out of ITSM best practice framework ITIL (formerly known as the IT Infrastructure Library), and based on the underlying concept of “managing IT as a service.”
+*The service desk was an evolution of the help desk, born out of ITSM best practice framework ITIL (formerly known as the IT Infrastructure Library), and based on the underlying concept of “managing IT as a service.”
-A help desk was born of IT-centricity (mainframe computing), whereas a service desk was born of IT service-centricity (the above-mentioned ITIL-espoused approach to delivering IT as a service).
+*A help desk was born of IT-centricity (mainframe computing), whereas a service desk was born of IT service-centricity (the above-mentioned ITIL-espoused approach to delivering IT as a service).
-It might seem petty, but many will say that a help desk provides help, whereas a service desk provides service, i.e. with a service desk there’s a focus on delivering a service to end users with some semblance of customer service.
+*Many will say that a help desk provides help, whereas a service desk provides service, i.e. with a service desk there’s a focus on delivering a service to end users with some semblance of customer service.
-A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as “how do I do X?”). Although there’s no reason why a help desk can’t also offer these additional capabilities (other than IT terminology trends).
+*A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as “how do I do X?”). Although there’s no reason why a help desk can’t also offer these additional capabilities (other than IT terminology trends).
-A help desk was an add on to existing IT activities, whereas the service desk is part of a service-based IT service delivery and IT support ecosystem built around something called “the service lifecycle.” Probably a big reason why the term service desk was used over help desk in ITIL.
+*A help desk was an add on to existing IT activities, whereas the service desk is part of a service-based IT service delivery and IT support ecosystem built around something called “the service lifecycle.” Probably a big reason why the term service desk was used over help desk in ITIL.
-Those versed in ITIL will state that a help desk is tactical, whereas a service desk is strategic. This will, of course, differ across organizations.
+*Those versed in ITIL will state that a help desk is tactical, whereas a service desk is strategic. This will, of course, differ across organizations.
-A help desk might be considered as offering a subset of service desk capabilities by some, or be qualified as limited in scope by statements such as “the evolution of help desk to the service desk.”
+*A help desk might be considered as offering a subset of service desk capabilities by some, or be qualified as limited in scope by statements such as “the evolution of help desk to the service desk.”
 But of course, one person's help desk is another person's service desk – organizations will call their IT support capability what they want as evidenced by the following HDI research:
-[[File:Support Center Name Survey.png|400px|Support Center Name Survey.png]]<br />
+[[File:Support Center Name Survey.png|500px|Support Center Name Survey.png]]<br />
 source: Atlassian

← Older revision		Revision as of 18:55, 24 March 2021
Line 65:		Line 65:

	Some would argue that help desk and service desk aren’t that different and, looking into history, the terms were often used interchangeably throughout the 2000s. But the important thing to remember is this: for most, a "service desk" is an evolved version of a help desk created in an ITIL mold.		Some would argue that help desk and service desk aren’t that different and, looking into history, the terms were often used interchangeably throughout the 2000s. But the important thing to remember is this: for most, a "service desk" is an evolved version of a help desk created in an ITIL mold.
		+
		+
		+	== See Also ==
		+	<div style="column-count:2;-moz-column-count:3;-webkit-column-count:3">
		+	[[ITIL (Information Technology Infrastructure Library)]]<br />
		+	[[ITIL Availability Management]]<br />
		+	[[ITIL Continual Service Improvement (CSI)]]<br />
		+	[[ITIL Event Management]]<br />
		+	[[ITIL Facilities Management]]<br />
		+	[[ITIL Problem Management]]<br />
		+	[[ITIL Service Delivery]]<br />
		+	[[ITIL Service Design]]<br />
		+	[[ITIL Service Lifecycle]]<br />
		+	[[ITIL Service Strategy]]<br />
		+	[[ITIL Service Operation]]<br />
		+	[[ITIL Service Value Chain (SVC)]]<br />
		+	[[ITIL Service Value System (SVS)]]<br />
		+	[[Service Portfolio Management]]<br />
		+	[[Service Portfolio]]<br />
		+	[[Service Catalog]]<br />
		+	[[IT Governance]]<br />
		+	[[IT Infrastructure]]<br />
		+	[[IT Operations (Information Technology Operations)]]<br />
		+	[[COBIT_(Control_Objectives_for_Information_and_Related_Technology)\|Control Objectives for Information and Related Technology (COBIT)]]<br />
		+	[[Balanced Scorecard]]<br />
		+	[[Enterprise Risk Management (ERM)]]<br />
		+	[[Risk Management]]<br />
		+	[[IT_Strategy_(Information_Technology_Strategy)\|IT Strategy]]<br />
		+	[[Business Strategy]]<br />
		+	[[Corporate Governance]]<br />
		+	[[Corporate Strategy]]<br />
		+	[[Enterprise_Architecture\|Enterprise Architecture]]<br />
		+	[[COSO_Internal_Control_Integrated_Framework\|COSO Internal Control- Integrated Framework]]<br />
		+	[[Compliance]]<br />
		+	</div>
		+
		+
		+	== References ==
		+	<references/>

← Older revision		Revision as of 18:54, 24 March 2021
Line 45:		Line 45:
	*[[Automation]]: Ensures routine tasks are always performed to completion, freeing up support staff to engage in unique and challenging tasks.		*[[Automation]]: Ensures routine tasks are always performed to completion, freeing up support staff to engage in unique and challenging tasks.
	*[[Analytics]]: Collects and studies all relevant data to generate actionable insights that can improve service desk performance and results.		*[[Analytics]]: Collects and studies all relevant data to generate actionable insights that can improve service desk performance and results.
		+
		+
		+	== Service Desk vs. Help Desk<ref>Service desk vs. help desk: what’s the difference? [https://www.atlassian.com/itsm/service-request-management/help-desk-vs-service-desk-vs-itsm Atlassian]</ref> ==
		+	The service desk was an evolution of the help desk, born out of ITSM best practice framework ITIL (formerly known as the IT Infrastructure Library), and based on the underlying concept of “managing IT as a service.”
		+	A help desk was born of IT-centricity (mainframe computing), whereas a service desk was born of IT service-centricity (the above-mentioned ITIL-espoused approach to delivering IT as a service).
		+	It might seem petty, but many will say that a help desk provides help, whereas a service desk provides service, i.e. with a service desk there’s a focus on delivering a service to end users with some semblance of customer service.
		+	A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as “how do I do X?”). Although there’s no reason why a help desk can’t also offer these additional capabilities (other than IT terminology trends).
		+	A help desk was an add on to existing IT activities, whereas the service desk is part of a service-based IT service delivery and IT support ecosystem built around something called “the service lifecycle.” Probably a big reason why the term service desk was used over help desk in ITIL.
		+	Those versed in ITIL will state that a help desk is tactical, whereas a service desk is strategic. This will, of course, differ across organizations.
		+	A help desk might be considered as offering a subset of service desk capabilities by some, or be qualified as limited in scope by statements such as “the evolution of help desk to the service desk.”
		+	But of course, one person's help desk is another person's service desk – organizations will call their IT support capability what they want as evidenced by the following HDI research:
		+
		+
		+	[[File:Support Center Name Survey.png\|400px\|Support Center Name Survey.png]]<br />
		+	source: Atlassian
		+
		+
		+	We see 41% of help desks and service desks are called something else. Plus, there’s no guarantee that the service desks and help desks reported in this HDI survey align to our descriptions above.
		+
		+	Some would argue that help desk and service desk aren’t that different and, looking into history, the terms were often used interchangeably throughout the 2000s. But the important thing to remember is this: for most, a "service desk" is an evolved version of a help desk created in an ITIL mold.