The document is not to be considered an extensive plan as its topics have to be generic enough to suit any reader for any organization.
However, the reader will certainly be reminded of the key topics that have to be considered for planning and implementation of this function. Initial planning When beginning the process planning the following items must be completed: CHECK DESCRIPTION ??? or ?? or date Get agreement on the objective (use the ITIL definition), purpose, scope, and implementation approach (EG Internal, outsourced, hybrid) for the Service Desk. 35 Copyright The Art of Service ?Brisbane, Australia?Email:[email protected] Web: http://theartofservice.com ?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 Assign a person to the key role of Service Desk manager/owner.
This person is responsible for the Incident Management process and all associated systems. However, it is important to understand the differences and common conflicts that can occur between the two roles, for example, the Service Desk Manager may be concerned with call volumes and answer times, whereas the Incident Manager may be concerned with percentage of resolution at first point of call.
Conduct a review of activities that would currently be considered as an activity associated with this process.
Make notes and discuss the ?re-usability? of that activity.
Three key activities of the Service Desk are: ? Tracking, Monitoring and Coordinating of Incidents and Service Requests ? ? Incident Recording Incident Closure Create and gain agreement on a high-level associated process plans and a design for any associated process systems.
NOTE: the plan need not be detailed.
Too many initiatives get caught up in too much detail in the planning phase.
KEEP THE MOMENTUM GOING.
Read more about ITIL Framework : org ? Phone + 61 0 7 3252 2055 Planning….: