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Chapter 7 ■ Service Operations<br />
The three structures of a service desk are:<br />
1. Local service desk<br />
2. Centralized service desk<br />
3. Virtual service desk<br />
7.6.1.3.1 Local Service Desk<br />
As the structure nomenclature indicates, a local service desk has a limited boundary and<br />
serves a subset of the overall function. It is a service desk that is particular for a specific<br />
office/location/region. This type is shown in Figure 7-7.<br />
BANGALORE<br />
USERS<br />
SYDNEY<br />
USERS<br />
Local Service Desk<br />
Local Service Desk<br />
Technical and Application<br />
Management (Ex: SAP<br />
Team, Network Team)<br />
Suppliers (Ex: Internet<br />
Service Provider, Third<br />
Party Application<br />
Support)<br />
Operations Teams (Ex:<br />
Batch Job Monitoring<br />
Team, Facilities)<br />
Technical and Application<br />
Management (Ex: SAP<br />
Team, Network Team)<br />
Suppliers (Ex: Internet<br />
Service Provider, Third<br />
Party Application<br />
Support)<br />
Operations Teams (Ex:<br />
Batch Job Monitoring<br />
Team, Facilities)<br />
ZURICH<br />
USERS<br />
Local Service Desk<br />
Technical and Application<br />
Management (Ex: SAP<br />
Team, Network Team)<br />
Suppliers (Ex: Internet<br />
Service Provider, Third<br />
Party Application<br />
Support)<br />
Operations Teams (Ex:<br />
Batch Job Monitoring<br />
Team, Facilities)<br />
Figure 7-7. Local service desk<br />
In Figure 7-7, I have considered three distinct locations that an organization is set<br />
up in, which is quite <strong>com</strong>mon these days: Bangalore, Sydney, and Zurich. Each of these<br />
locations houses a service desk. The service desk in Bangalore caters to the Bangalore<br />
location only, and the Sydney and Zurich location service desks cater to their respective<br />
locations as well. Within the location, the end users, technical teams, suppliers, and<br />
operations teams reach out to their respective service desk.<br />
The advantages of a local service desk are:<br />
• The service desk, end users, and the teams involved generally<br />
speak the same language, which leads to better understanding of<br />
the problem and the feedback provided by both the parties<br />
• Sharing a similar culture helps develop rapport and reduce<br />
differences<br />
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