Australian Government – Service Desk and Incident Management

An Australian government department working in the areas of finance and taxation undertook an implementation of the ITIL® Service Desk function and Incident Management process.

The department implemented an ITIL® Service Desk function and Incident Management process in another organisation along side a tool which allowed some automation of the Incident Management process. This allowed users to raise incidents to be followed up by the Service Desk without ever having to call anyone and service desk staff to easily assign the incidents to the correct resolver groups.
Prior to the implementation an audit had been run of the number of help desks that existed in the IT organisation, it was found that there was over 140 different channels through which you could be offered assistance in a number of different applications and technology.

This implementation had a large training project also associated. Through out the training there was some uncertainty as this implementation meant that the current tool that was being used to track issues in the IT infrastructure would be abandoned, but by addressing this uncertainty in a nation wide training campaign many concerns were easily addressed.
This certainly showed the value of training and communication during the implementation process. One of the other issues faced was the IT Organisation had also outsourced much of it’s hardware support, so software support and service requests were handled by the internal service desk which had a web portal for lodging incidents. However hardware support was looked after by an external provider who’s processes didn’t match the organisation.
This caused some frustration for users as the one service desk idea didn’t work, and in many instances the user was unsure of which desk to contact to have an incident raised for their particular issue. The organisation successfully implemented Service Desk and Incident Management, and then move onto the implementation of Problem Management.