如何构建服务台.pdfVIP

Building a Service Desk IT Infrastructure Library™ (ITIL) Using ITIL Best Practice ® ITIL® is a registered trademark of the Office of Government Commerce © 2006 ITSM Academy, Inc. Agenda Help Desk or Service Desk… What’s the difference? The role of the Service Desk according to ITIL Making the transition from Help Desk to Service Desk The components of a World Class Service Desk People Processes Technology 5 Steps to Jumpstarting a Service Desk © 2006 ITSM Academy, Inc. Why do we need a Service Desk? Have you ever… Called an organization or department and gotten transferred around until you find the right person? Had to restate your question or problem each time you were transferred? Been told the person you need to speak with is at lunch, on vacation, or has left for the day? Reported an Incident only to learn later that it has been lost or forgotten? © 2006 ITSM Academy, Inc. The Support Challenge Unstructured customer support mechanism Low customer confidence/perception Outgrown customer support system Under-managed support resource Continual fire-fighting, repetitive Incidents Overdependence on key staff Uncoordinated and unrecorded changes Inability to cope with business changes Unclear staff resource/cost requirements Inconsistent call quality and response times Lack of management information © 2006 ITSM Academy, Inc. The Service Desk Solution World-class World-class Improves Improves Most important service Most important service