Module 4:

Service Desk

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Objectives
After completing this lesson, you will
understand:
ITIL definition of Service Desk
MOF Operate Phase
The goals of the Customer Service SMF
The purpose of the Customer Service SMF
Key role types in the Customer Service SMF

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Service Desk ITIL
Service Desk – a function that serves as a
Single Point of Contact (SPOC) between the
users and IT Service Management.
Service Desk is closely linked with Incident
Management and the shared purpose is to
restore the normal service to the users as
quickly as possible, with reasonable costs.

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Service Desk activities ITIL
Provide advice and guidance to customers
Communicate and promote IT services
Manage and control service communications to
customers, suppliers and the business
Coordinate Incident Management activities
Manage people, processes and technologies that
form the contact infrastructure
Provide management information about Service
Desk quality and operations

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Operate Phase
Operate Phase ensures that deployed services are operated,
monitored, and supported in line with SLA targets
• Ensuring that IT services are available by
Operations SMF improving IT staff use and better
managing workload

Service • Ensuring that IT services are monitored to

Monitoring and provide real-time observation of health
Control SMF conditions

Customer • Provide a positive experience for users

Service SMF when interfacing with IT

Problem • Reducing Service failures, finding

Management root cause
SMF

Operational Health management review assesses

processes and performance to target improvements 5
Customer Service SMF Goals
To provide a positive experience for users
by:
Meeting their IT needs
Addressing complaints and issues that arise
during the normal course of using an IT service

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Customer Service SMF Purpose
Customer service is the entry point for users who
need to engage IT with their questions and
concerns
Majority of processes, activities performed by a
functional team called the Service Desk;

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Customer Service Role Types
Primary accountability is the Support Accountability

Role Type Role in This SMF

Customer Service Interacts with customers; recording,
Representative(CSR) categorizing, classifying, resolving, and
closing customer requests
Incident Resolver Resolves incident requests;
troubleshooting, escalating if necessary,
and applying a fix or workaround
Incident Coordinator Oversees all incident requests
Problem Analyst Investigates and resolves an underlying
problem
Problem Manager Determines whether an underlying
problem exists
Customer Service Oversees customer service
Manager 8
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