Itil Service Desk

Technical support often contributes to or supports a company s overall customer service philosophy so the team or department may straddle the technical world of it and the practical side of. Itil v2 see also incident management itil v3. The primary objective of itil service desk function is to support the it organization by ensuring the accessibility and availability of the it services and by performing various supporting activities.

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It provides complete visibility into the various services each user receives.

Itil service desk. It is intended to provide a single point of contact spoc to meet the communication needs of both users and it staff 11 and also to satisfy both customer and it provider objectives. Itil 2011 identifies 26 processes and four functions that fit into the five stages of the service lifecycle. Freshservice is an itil aligned service desk solution that offers contemporary features for an effective it service management itsm. The purpose of the service desk practice is to capture demand for incident resolution and service requests.

It should also be the entry point and single point of contact for the service provider with all of its users. The service desk and incident management process aims to restore it services to their defined service levels as quickly as possible the process is also responsible for receiving and processing service requests for assisting users and for coordinating the incident resolution with specialist support groups. The service desk was an evolution of the help desk born out of itsm best practice framework itil formerly known as the it infrastructure library and based on the underlying concept of managing it as a service. Service strategy service design service transition service operation and continual service.

With industry certified best practice itsm functionality easy to use capability and native mobile apps servicedesk plus leverages the latest technology to help it support teams deliver world class service to end users with reduced costs and complexity. You can align your itil service desk goals with business goals to stay relevant. An efficient service catalog helps service desk technicians streamline the service request management process by granting end users quick and easy access to services as. The service catalog is a repository of all it services offered to end users ranging from a simple keyboard request to a complex new server upgrade.

Technical support is also known as it support help desk or service desk. It provides a clear path for users to report issues queries and requests and have them acknowledged classified owned and actioned. Manageengine s flagship product servicedesk plus is an itil ready service desk software used by itsm professionals worldwide. The itil framework offers it organizations a complete pathway to implementing a service desk and implementing and enforcing itil service desk responsibilities within the organization.

A service desk is a primary it function within the discipline of it service management itsm as defined by the information technology infrastructure library itil. In contrast to traditional training technical support typically focuses on helping with a specific user problem or issue. It also aims to act as a single point of contact spoc for reporting all the incidents problems and service requests. Some other important objectives of service desk include.

Itil service desk implementation is vital to improve efficiency.