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Examining Service Operation Functions: The Service Desk

Service sign, Jersey City, New Jersey, USAThe Service Operation phase of the ITIL® Service Lifecycle ensures that customers and users are receiving services at the agreed upon levels.  Service Operation is also responsible for maintaining the applications, technology, and infrastructure that support service delivery.  To help Service Operation achieve its objectives, there are five processes (Incident Management, Problem Management, Event Management, Request Fulfillment and Access Management) and four main functions (the Service Desk, Technical Management, IT Operations Management and Application Management). All of these processes and functions come together to play an extremely pivotal role in Service Operation.

This article will focus on the role of the Service Desk.

The Service Desk is the central point of contact for all IT users. Complete logs of all Incidents, Service Requests and Access Requests are kept and managed by the Service Desk. In addition to tracking, categorizing, and prioritizing every Incident and Request that occurs, Service Desk personnel will provide first-line investigation and diagnosis, escalating Incidents and Problems when needed. Service Desk personnel are in charge of closing the Request and Incident Records once the issue has been resolved and the user is satisfied. They also keep users informed of any changes to the status of their Requests, Incidents, and services.

Structuring and organizing the Service Desk within the Service Lifecycle can be done in a number of different ways. A Local Service Desk can be established within close, physical reach of the users it supports. A Centralized Service Desk manages all user communications at one single location and allows a small number of employees to deal with a large volume of calls and Requests. A Virtual Service Desk gives users the impression that there is a single team working at a single location to handle all customer interaction when the staff may be located anyplace in the world. A Follow the Sun Service Desk situates Service Desks in a number of different time zones to give the company 24 hour coverage; the calls get passed to the location where the staff is on the clock.

Enroll today in the ITIL V3 Service Operation course or the ITIL V3 Operational Support and Analysis course at Ashford Global IT to learn more about the function of the Service Desk!

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