ITIL Service Desk: Nerve Center Of Business IT
The advent of technological innovations has provided the aggressively competitive business world with a number of application software and world class IT infrastructure. However, information technology infrastructure needs to be well aligned to the business to be able to provide the customers with the best possible service. The changing face of the IT industry has created the need for the organizations to adopt ITIL processes.
Information Technology Infrastructure Library (ITIL) is a framework of best practices that aids in handling IT operations and services efficiently. It provides a systematic and professional approach to the delivery of IT services. By adopting this framework, the organizations are benefited with reduced costs, improved productivity levels, efficient use of available skills and experience, better services to the customers and higher levels of customer satisfaction.
ITIL processes help the organizations to proactively identify and resolve service issues before it damages the business. Implementing an ITIL service desk goes a long way in practical IT service management. One of the four functions of ITIL, the service desk is associated with the service operation lifecycle. This service desk takes care of handling incidents and requests besides interfacing with other ITSM processes. With features such as single point of contact, single exit and entry points, data integrity and streamlined communication channel it serves the primary purpose lifecycle management of all service requests and communicating with customers.
The IT service desk can have any of the three structures depending on the expanse of business- local service desks, central service desk or a virtual service desk. However, the top-notch service providers in order to standardize the operations across the enterprise work towards transitioning customers from different help desks to a centralized service desk. IT service desk can be called a Help desk or a Service desk, and includes service components with varying degrees of functions. The core Service Desk services or components in IT Service Desk are:
1. Self Help web portal, to facilitate users to report and resolve incident, create request, and review the submitted requests.
2. Primary level support to quickly manage, co-ordinate and resolve incidents and minimize the adverse impact on business operations.
3. Service desk services which not only handles incidents, problems and questions but also interfaces activities like software licenses, change requests, configuration management, financial management and IT services continuity management
4. Services and support to the Executive users within the customer organization.
5. Global Account Management Automation.
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