ITIL Service Desk Overview

ITIL Service Desk Overview - In ITIL v3 there are now 4 functions Service desk, Technical management, Application management and IT operations management. The Service Desk, nevertheless cannot be understated how critical it is to the success of any IT organization. Ever-increasing Customer demands and the globalization of companies, requires the delivery of a world-class service. The service in turn provides major competitive advantage and is becoming the difference between success and failure. Efficient high quality support of the computing infrastructure and its Customers is critical to the achievement of corporate business goals.

 ITIL Service Desk Overview


To achieve their IT service support and associated business objectives many organisations have adopted the Service Desk approach. This provides a central point of contact for handling customer and user issues along with others related to IT service provision.

Customers and users call the Service Desk when an Incident occurs or when they have a query or issue. The Service Desk provides a single contact point for Customers and Users and is there to log, track and manage any issues that are brought to its attention. It will normally use software or Service Management Tools to support its activities, as a paper-based approach is usually impractical in all but the smallest of organisations. It will typically provide first level IT service support and accurate management reports on various aspects of IT service provision (including Incident and Problem Management statistics).

The Service Desk will provide immediate feedback for severe and business critical Incidents, or daily, weekly monthly feedback as required. The Incident, Problem and ITIL Change Management lifecycles can also be co-ordinated or driven through the front line of the Service Desk.

Anyone in the organisation should be able to log an Incident at any time. The first impressions of Customers, Users and management of the service provided by the Service Desk could include:

            Clearly improves the quality of the IT service provision
            Effective in resolving queries, Incidents and Problems
            A point of human contact that is seen as knowledgeable and capable
            Provides timely responses to queries, Incidents and Problems as defined in SLAs
            Provides reliable information that improves staff confidence and reduces conflicts
            Gives the impression that the business is making the best use of its IT Services

It is essential to have the ability to log the Incidents in a central database or integrated Service Management Tool as this reduces duplication of effort and provides the ability to easily track and update events. This provides an audit trail speeds resolution and updates to Customers and Users. Management Information and reporting are also critical outputs from the tool. This enables factual based decisions to be made by Senior Management regarding the improvement of Service provision.

Some of the key objectives for a successful Service Desk are:

            Service is focused on customers and users
            Information is held centrally
            Information is used for auditing and reporting
            Generating statistics to assist reporting and planning
            Reducing the number of calls through analysis and training
            Service seen as being cost-effective
            Faster incident resolution
            Improved skill levels supporting IT services
            Improved IT services and better resilience
            Information available to allow preventive measures to be developed