Service Desk

Description of Function version 1.1

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Table of content
Service Desk....................................................................................................................................3
Purpose........................................................................................................................................4
Responsibility...............................................................................................................................4
Input..............................................................................................................................................4
Output...........................................................................................................................................5
Roles within the function...............................................................................................................5

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Service Desk
Service Desk is an important part of the IT organization as it is the primary contact with the
business's users. As well as managing incidents and orders, Service Desk acts as the interface
between IT and the users for all types of issues.
A well-functioning Service Desk can often compensate for other shortcomings within the IT
organization, but a poorly functioning Service Desk can result in a poor reputation throughout the
business, even if the rest of the IT organization is functioning effectively. The function is the IT
organization’s outward face towards the business and is thus often what the users perceive as
the IT department.

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Purpose
The purpose of Service Desk is to provide an effective and clear communications channel
between the IT organisation and the business's users. This means that information from the IT
organisation to the users should also go via Service Desk. The users will thus naturally turn to
Service Desk when they have questions, and moreover the staff on Service Desk will always be
familiar with the information that is provided.
Service Desk also functions as a hub for internal ticket management within the IT organisation.
The Coordination process is managed by Service Desk and includes all issues that are to be
implemented within the IT organisation. Suggestions for improvement from users must be
registered and forwarded to the function concerned. Incidents and orders that are dealt with by an
external partner are managed by Service Desk and must be fed back to the user. Having control
of the flow of issues is a cornerstone in the IT organisation and all other functions are dependent
on statistics and reports on how this functions.

Responsibility
Service Desk is responsible for all contact with the users, regardless of which part of the IT
organisation is handling the issue. Naturally, all staff within the IT organisation occasionally have
direct contact with users. However, it is the function's responsibility that that contact takes place
according to the set procedures.
The function also has overall responsibility for and coordination of all issues within Operation. The
coordination entails having control of and distributing ongoing issues, as well as regulating the
workload placed on resources within Technical Management and Application Management.
Service Desk's responsibility comprises, but is not limited to:
 Registration of all issues received from the users
 Performing initial diagnosis and support
 Resolving incidents when possible
 Executing documented orders from users
 Escalating issues that cannot be resolved within agreed time parameters
 Finalising and checking all resolved incidents and service requests
 Conducting surveys as agreed
 Communication with the users - keeping them informed about ongoing issues,
notifying them of forthcoming changes or agreed stoppages etc.
 Updating existing documentation such as known errors and temporary solutions
 Coordination of resources within Technical Management and Application
Management

Input
The overall input to Service Desk comprises questions and orders from the business's users.
More specifically, input consists of:
 Error notification
 Questions
 Orders
 Proposals for improvements
 Feedback on how the delivery of IT services is functioning

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Output
The overall output from Service Desk is satisfied users. More specifically, output consists of:
 Resolved incidents
 Processed requests
 Escalated proposals for improvements
 Reports

Roles within the function

Role Description
Service Desk Manager Responsibly for the function Service Desk
Service Desk Analyst Role involved in the function Service Desk and often
performing tasks within first line in the operative processes

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