Which Is A Primary Responsibility Of A Service Desk?

What is service desk?

An IT service desk is a communications centre that provides a unmarried betoken of contact (SPOC) between a visitor, its customers, employees and business partners.

The IT service desk assists throughout the entire product lifecycle and ensures that all users receive assist promptly.

The benefits of a service desk

The IT Infrastructure Library (ITIL) is a globally recognized collection of best practices for IT service management (ITSM).

This includes the set of processes used by It teams for delivering the terminate product. ITIL defines the service desk equally an essential ITSM tool that is function of the It support ecosystem.

Service desks are designed to handle both incidents and service requests. An incident is an outcome that results in a disruption in service availability or quality. On the other hand, a service asking seeks assistance with a routine task, such as helping a user modify a countersign or getting a new user ready in work systems.

Other services provided may include change management, release management and configuration-related tasks.

ITIL, Information Technology Infrastructure Library — The It Infrastructure Library (ITIL) standard provides all-time practices for IT service management. Information technology has evolved to accost changing Information technology environments.

Service desks play a crucial role in concern direction. Hither are some of the standard features and central benefits of a service desk:

Ticketing organization. Ticket management creates a ticket each time a user submits a support request. Service desk-bound software too conducts ticket routing and automation. This helps in the system and handling of queries.
Client service noesis base. Service desks create a database of information that promotes cocky-service. This cognition management ensures that customers can come here to get an answer to common queries.
IT asset management . This refers to the organization of a company's avails for easier access to relevant information. It includes a configuration management database (CMDB) and asset valuation.
Automation . Day-to-24-hour interval tasks are automated and escalated such that the team members can focus on valuable piece of work.
Service-level understanding ( SLA ) management. Management of tickets based on SLAs provides an efficient workflow.
Service catalog . This is an online catalog where the users have all the necessary data about the dissimilar services provided past the company.
Incident direction . This manages unplanned incidents such that the client issues are resolved speedily, and the typical workflow can continue.

Popular IT service management frameworks — Popular ITSM frameworks include Six Sigma, ITIL and COBIT.

The deviation betwixt a help desk and service desk

The service desk is 1 of three principal options for customer and/or user support. The other two SPOC entities are call centers and help desks.

Service desks offer a broad range of services to satisfy business concern needs. Their focus is on solving more problems in fewer steps. They enable the integration of business processes into the direction infrastructure.

In dissimilarity, the office of the IT help desk is quite express. The help desk serves as a point of contact for end users to resolve real-fourth dimension queries and satisfy user needs. Help desk-bound software streamlines this procedure. A call middle, meanwhile, is just a centralized department that manages inbound and outbound calls from current and potential customers.

See choosing the correct Information technology service direction (ITSM) tool for digital era success , adjustment ITSM efforts with overarching business concern goals and exploring artificial intelligence in ITSM and the tool options . Delve into how ITSM services on mobile devices power employees and heave service , the future of client service and examples of AI in customer service .

This was last updated in January 2022

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