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Chapter 7 ■ Service Operations There are four functions defined in ITIL service lifecycle based on the activities performed and the scope that falls under the respective teams. The four functions are: 1. Service desk 2. Technical management 3. Application management 4. IT operations management a. IT operations control b. Facilities management Figure 7-6 depicts all the functions, including a few examples of teams embedded in the functions technical management and application management. Functions Service Desk Technical Management Application Management IT Operations Management Local Service Desk Server Team SAP Team IT Operations Control Centralized Service Desk Network Team Java Team Facilities Management Virtual Service Desk Storage Team HR Applications Team Figure 7-6. Service operations functions (teams identified are illustration only) 7.6.1 Service Desk The most important function in service management engagements is the service desk. It is a team of people who carry out a number of activities under the pretense of various processes. When you dial the service or product help lines in your organization, your call is invariably answered by a service desk. When you send out e-mails requesting support, it is the service desk that processes it. A service desk is designed to be the single point of contact for IT end users. Whenever they have to report incidents, they are required to reach out to the service desk for support, not to individual teams like the server and network team. If end users need to request services through the request fulfillment management process, they also need to reach out to a service desk. 191
Chapter 7 ■ Service Operations Not only for end users, a service desk can also be scoped to be the first point of contact for suppliers, other process managers such as service-level management, and availability and capacity management. In short, a service desk is capable of carrying out a number of activities. 7.6.1.1 Benefits of a Service Desk There was a time when a service desk did not exist in service management organizations. They didn’t see the need for one at the time. Whenever users had to report incidents, they knew the technical people, and they would contact them directly. During those days (before the dawn of the information age), the numbers of IT end users were manageable. The direct rapport with technical teams helped them get the job done. Today, there are thousands of IT end users working around the clock, in multiple locations, and using various IT devices to carry out their work. If the times when no service desk was available were to be imagined, think of all the calls that technical team would start to receive. How would the technical team ensure that the load was spread across the team? How would the technical team know whether the user was calling the right technician? How would they decide on the priority, which issues to work first and which ones to pick up later in the day or week? The answer is that it is impossible to think of IT service management functioning without a service desk. They channel triggers and route them to the right groups of people. They prioritize incidents and service requests to aid technical teams in acting on higher priorities first. There was a time when IT service providers were required to provide a business case for installing service desks. Not anymore! Here are the other benefits of having a service desk: • Improves accessibility to IT staff for IT end users, customers, and suppliers • Optimizes usage of IT resources • Improves customer service and customer excitement • Provides faster turnaround on service requests • Optimizes the cost of providing IT support Let me explain the last item here. The people who work at the service desk are not required to possess much experience, nor are they expected to be technically sound. It is a position that opens its doors for fresh college grads and those who wish to start their careers in IT. One of the main requirements for working at a service desk is good <strong>com</strong>munication skills—telephonic and writing. I mentioned that the cost of providing IT services is optimized. The service desk hires entry-level job seekers who are paid less than an experienced technical professional. So by hiring less-skilled resources, the operational costs are reduce, and this provides a win-win situation for the fresh graduates, IT service providers, and the customers (as the benefit of cost reduction is passed on to the customer). 192
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Become ITIL Foundation Certified in
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Become ITIL Foundation Certified in
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Contents at a Glance About the Auth
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■ Contents 1.8 Internal and Exter
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■ Contents ■Chapter ■ 4: Serv
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■ Contents 6.4 Service Transition
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■ Contents ■Chapter ■ 9: ITIL
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About the Technical Reviewer Sumit
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Preface When my first book, Communi
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CHAPTER 1 Service Management as a P
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Chapter 1 ■ Service Management as
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Chapter 3 ■ ITIL Service Lifecycl
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3.2 ITIL Roles Chapter 3 ■ ITIL S
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CHAPTER 4 Service Strategy A strate
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4.1.4 Patterns Chapter 4 ■ Servic
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4.6.1.2 Risk Analysis Chapter 4 ■
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CHAPTER 6 Service Transition Transi
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Chapter 6 ■ Service Transition
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6.4.1.3 Types of Change Requests Ch
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6.4.1.7.1 Create a Request for Chan
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6.4.1.7.7 Review and Change Closure
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6.4.1.10 Change Management Interfac
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Index A Access management and info
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■ INDEX definition, 108 objective
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■ INDEX J JAVA team, 190 K Key
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■ INDEX Service catalog managemen
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■ INDEX OR gate, 19 parts, 20 per
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