Page 117 - ITIL® Foundation 3.15

Service Desk Skill Levels
Range from ‘call logging’ only ... to a very ‘technical’ Service Desk
Most Optimum and Cost-effective approach
• Have a ‘call-logging’ first line of support via the Service Desk
• Quick and effective escalations to more skilled second-line and third-line resolution groups • Concentrate staff skills and utilization
SHORTER TARGET TIMES = MORE SPECIALIZED KNOWLEDGE = HIGHER COST Service Desk Training and Awareness
Skill requirements and levels should be evaluated periodically and training records maintained.
Considerations
Response and resolution targets Costs
Environmental Complexity
• Interpersonal skills
• Business awareness
• Service awareness of key IT services
• Technical awareness
• Some diagnostic skills (e.g. Kepner and Tregoe)
• Support tools and techniques
• New systems and technologies, prior to introduction
• Processes and procedures - an overview of all ITSM
• Typing skills
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