Page 110 - ITIL® Foundation 3.15

Service Desk Function
A Service Desk is a functional unit made up of dedicated staff responsible for dealing with service events reported via telephone calls, web interfaces, or automatically reported infrastructure events. It aims to restore ‘normal service’ to the users as quickly as possible (Perform Incident Management Process). This could involve fixing a technical fault,
fulfilling a service request or answering a
query. Service Desk also performs the
request fulfillment and access processes
and is responsible for owning (knowing
status of) all incident, access, and
service request tickets.
The goal of the Service Desk is to be
available as the single point of contact
for all users for all operational issues that users may face. This includes providing support for any technology used to perform their jobs, user enquiries, compliments, complaints, and service requests. The service desk is expected to own all incident tickets and be responsible for monitoring them to resolution.
Tasks often performed by the service desk include:
Goal
The Service Desk is the single point of contact for IT users on a day9by9day basis.
Processes Performed
! Incident Management ! Request Fulfillment ! Access Management
• Interaction with users
• Logging of all incident and service
request tickets
• Categorizing and Prioritizing of
Incident tickets
• First-line investigation and diagnosis
• Resolving when possible while
staying within SLA guidelines
• Identifying appropriate resources to
handle specific types of issues
• Escalation when resolution cannot
be attained within guidelines
• Informing users of progress
• General Communication with users - • Incident progress
• Impending changes
• Agreed outages
• Identifying user training requirements
• Updating CMS under direction and approval of Configuration Management
• Performing end-user satisfaction surveys
• Closure of all service desk tickets
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