Service Desk in ITIL 4 - ITIL V4 Certification | World Of Agile

Service Desk in ITIL 4 - ITIL V4 Certification | World Of Agile

Purpose:

The main 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 or point of communication for the service provider with all of its users - IT or service organization.

Service desks provide assistance to users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.

To manage this there are many different ways. There can be a physical team of people on shift work, or a distributed mix of people connected virtually, or automated technology and bots. Irrespective of the way adopted the function and value of Service Desk remains the same.

With more and more focus on automation, the focus on the service desk function to provide support to Business and People has increased to a greater extent. Service desks are now increasingly being used to get various matters arranged or explained and coordinated, rather than just to get technology which has broken fixed. This has led to; service desk has become a vital part of any service operation.

Key points to Note:

A point to be noted that no matter how efficient the service desk and its people are, there will always be issues that need escalation or / and underpinning support from other teams. In such cases Support and development teams need to work in close collaboration to provide value to their users. (a ‘joined up’ approach)

It is possible that the service desk may not be highly technical. However, even if the service desk is fairly simple, it still plays a vital role in the delivery of services to its users, and must be actively supported by its peer groups.

User Experience is majorly impacted / influenced by the service desk. The service desk should be the empathetic and informed link between the service provider and its users.

A good service desk has practical understanding of the wider organization, the business processes and the users which adds value for business. For example, Not only doing incident logging, but also by confirming its impact and contacting relevant stakeholders.

With increased focus on automation and AI, and chatbots, service desks are moving towards self-service logging and resolution directly via online portals and mobile applications. This has impacted service desks in terms of - is less phone contact, less low-level work and a greater ability to focus on better customer experience.

Service desks channels:

Service Desk service can be availed through different channels Like: phone calls, service portals and mobile applications, chat, email, Walk-in, text and social media messaging. These include:

● Phone calls - includes specialized technology, such as IVR, conference calls, voice recognition and others ● Service portals and mobile applications - supported by service and request catalogues, and knowledge bases ● Chat - using live chat and chatbots ● Email - for logging and updating, and for follow up surveys and confirmations. ● Walk-in service desks – Need for more prevalent sectors Like higher education, where there are high peaks of activity that demand physical presence ● Text and social media messaging - useful for notifications in case of major incidents and for contacting specific stakeholder groups. Also can be used to allow users to request support. ● Public and corporate social media and discussion forums - For contacting the service provider and peer-to-peer support

Different types of Service Desk Models:

Service desk follows many different models to support its users. Like Some have a limited support window in terms of hours - for instance 09.00 – 21.00, Monday – Friday. In such cases service desk staff are therefore expected to work in shift patterns to provide consistent support levels. In some cases, the service desk is a tangible team, working in a single location.

A virtual service desk model allows agents to work from multiple geographically dispersed locations. But it is important to understand that a virtual service desk requires more sophisticated supporting technology, allowing access from multiple locations and more complex routing and escalation. Many times these solutions are often cloud-based.

Service desk staff require Skills like empathy, incident analysis and prioritization, effective communications, and emotional intelligence to serve their customers / users better. So there might be a need for training to the staff members to have more understanding of technical and business areas.

Service desks use supporting technologies in their work such as:

● Intelligent telephony systems - incorporating computer-telephony integration, interactive voice response and automatic call distribution. ● Workflow systems for routing and escalation ● Workforce management and resource planning systems ● Knowledge base ● Call recording and quality control ● Remote access tools ● Dashboard and monitoring tools ● Configuration management systems.

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