ITIL is a set of best practices for managing IT services, development, and operations consisting of a series of books. A service desk provides a single point of contact for users and IT to improve customer service and support incident management, problem management, request fulfillment, and access management processes. An effective service desk is structured and staffed appropriately with trained personnel to resolve incidents quickly and at a low cost while meeting customer satisfaction metrics.
3. Service Desk A Service Desk is intended to provide a Single Point of Contact ("SPOC") to meet the communications needs of both Users and IT and to satisfy both Customer and IT Provider objectives.
4. Roles Single point Contact Improve Customer Service Promote Internal team Work Reduce Negative Impact Improve Infrastructure management Higher Quality Management Reporting
5. Objectives Log all incidents & requests First Line Support Handling Escalation Process Customer Communications Satisfaction Surveys
6. Related Process Event management Incident management Problem management Request fulfillment Access management
Service Strategy :Creating the set of services that help achieve business objectives.Service Design : Designing services, from technical and business perspectiveService Transition : How to change live production infrastructure, implementing the needed services. Service Operation : Day-to-day IT business, operating. A place to start if you are new to ITIL.CSI : Evaluating and improving services in support of business goals.