Service Desk

Objectives:
• To be the primary point of call for all:
o Calls
o Questions
o Requests
o Complaints
o Remarks
• To restore the service as quickly as possible
• To manage the incident life-cycle (coordinating resolution)
• To support business activities
• To generate reports, to communicate and to promote

Different Desks
• Call Center: Handling large call volumes of telephone-based transactions.
• Help Desk: To manage, coordinate, and resolve Incidents as quickly as possible.
• Service Desk: Allowing business processes to be integrated into the Service

Management infrastructure. It not only handles Incidents, Problems and questions,
but also provides an interface for other activities.
Service Desk Essentials:
• Single point of contact / Restore service ASAP
• Tasks: Customer Interface, Business Support, Incident Control & Management

Information
• Concentrates on incident lifecycle management
• Incident: Unexpected disruption to agreed service
• Priority determined by business impact and urgency
• Correct assessment of priorities enables the deployment of manpower and other
resources to be in the best interests of the customer
• Escalation and referral