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7.6.1.2 Objectives of a Service Desk Chapter 7 ■ Service Operations The service desk exists to serve the purpose of being a single point of contact for IT end users. They primarily handle incidents and service requests but can also be equipped to take care of changes and communicate with users and other parties. The other objectives of a service desk are: • Log, categorize, and prioritize incidents and service requests • Act as the first level of support for incident diagnosis and investigation • Fulfill simple service requests that do not require technical expertise • Resolve incidents and fulfill service requests during the first interaction with users • Communicate with users on updates to incidents and service requests, such as confirmation of incident resolution and delay in stock arrivals • Provide functional escalation of incidents and service requests for speedy turnaround • Perform customer satisfaction surveys and related feedback activities • Update CMDB (depends on the ITIL design and implementation) 7.6.1.3 Service Desk Structures I am assuming that you have worked in more than one organization. Compare your current organization’s structure with the previous organization’s structure. There were definitely distinct differences between the two structures, right? Why do organizations choose to build their own structure and not follow a set structure based on certain standardized principles? The answer is strategy. Strategy drives how organizations are to be structured. Some structures work better than others, while others might bring in synergy, generating more value with the same set of people. It is observed that traditional organizations typically opt for highly hierarchical structure, while start-ups and new age organizations go for flat organizations. There are advantages and disadvantages with both. As long as the advantages outweigh the disadvantages, organizations are convinced of their justification to opt for it. As the service desk is manned by people, lots of them, it is imperative that the structuring needs some serious thinking. There can be a number of ways a service desk can be structured. As long as the core objectives of the service desk are met, it can be structured as needed. In this book, I will discuss three common types of service desk structures. This is an important topic from the service management perspective and also from an examination standpoint. 193
Chapter 7 ■ Service Operations The three structures of a service desk are: 1. Local service desk 2. Centralized service desk 3. Virtual service desk 7.6.1.3.1 Local Service Desk As the structure nomenclature indicates, a local service desk has a limited boundary and serves a subset of the overall function. It is a service desk that is particular for a specific office/location/region. This type is shown in Figure 7-7. BANGALORE USERS SYDNEY USERS Local Service Desk Local Service Desk Technical and Application Management (Ex: SAP Team, Network Team) Suppliers (Ex: Internet Service Provider, Third Party Application Support) Operations Teams (Ex: Batch Job Monitoring Team, Facilities) Technical and Application Management (Ex: SAP Team, Network Team) Suppliers (Ex: Internet Service Provider, Third Party Application Support) Operations Teams (Ex: Batch Job Monitoring Team, Facilities) ZURICH USERS Local Service Desk Technical and Application Management (Ex: SAP Team, Network Team) Suppliers (Ex: Internet Service Provider, Third Party Application Support) Operations Teams (Ex: Batch Job Monitoring Team, Facilities) Figure 7-7. Local service desk In Figure 7-7, I have considered three distinct locations that an organization is set up in, which is quite common these days: Bangalore, Sydney, and Zurich. Each of these locations houses a service desk. The service desk in Bangalore caters to the Bangalore location only, and the Sydney and Zurich location service desks cater to their respective locations as well. Within the location, the end users, technical teams, suppliers, and operations teams reach out to their respective service desk. The advantages of a local service desk are: • The service desk, end users, and the teams involved generally speak the same language, which leads to better understanding of the problem and the feedback provided by both the parties • Sharing a similar culture helps develop rapport and reduce differences 194
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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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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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6.4.1.7.7 Review and Change Closure
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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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