Expert desk ITIL is one way to describe the transition from a typical help desk approach to the more global offerings of a Service desk.
Expert desk ITIL – Service Desk The Service Desk extends the range of services and offers a more globally focused approach, allowing business processes to be integrated into the Service Management infrastructure.
It not only handles Incidents, Problems and questions, but also provides an interface for other activities such as customer Change requests, maintenance contracts, software licenses, Service Level Management, Configuration Management, Availability Management, Financial Management for IT Services, and IT Service Continuity Management.
Many Call Centers and Help Desks naturally evolve into Service Desks to improve and extend overall service to the Customers and the business.
Expert desk ITIL – Why change from what you have? The Expert Service Desk provides a vital day-to-day contact point between Customers, Users, IT services and third-party support Organizations.
Service Level Management is a prime business enabler for this function.
A Service Desk provides value to an Organization in that it: acts as a strategic function to identify and lower the cost of ownership for supporting the computing and support infrastructure supports the integration and management of Change across distributed business, technology and process boundaries reduces costs by the efficient use of resource and technology supports the optimization of investments and the management of the businesses support services helps to ensure long term Customer retention and satisfaction assists in the identification of business opportunities.
Expert desk ITIL – For it to succeed what would you regard as critical? To introduce and maintain a successful Service Desk, it is essential that: business needs are understood Customer requirements are understood investment is made in training for Customers, support teams and Service Desk staff service objectives, goals and deliverables are clearly defined service levels are practical, agreed, and regularly reviewed the benefits are accepted by the business.
This really is only the tip of the iceberg, the more you read, the more you will understand that the Service desk becomes the ‘face’ of IT.
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