ITILITIL : The main types of Service Desks are Call Centre only….

Objective To provide a single point of contact for Customers To facilitate the restoration of normal operational service with minimal business impact on the Customer within agreed service levels and business priorities. The main types of Service Desks are: Call Centre: only call dispatching, no other activities done Helpdesk: managing, coordinating and resolving incidents Service Desk: extends the range of services, handling incidents, problems and questions while providing an interface to other ITIL processes such as Service Level Management, Change Management, Availability Management, Capacity Management and Financial Management for IT There are 4 different Service Desk structures: Local Service Desk: service desk per geographic location supporting local users. Central Service Desk: a central physical Service Desk supporting multiple user groups across multiple geographic locations. Virtual Service Desk: a non-physical, single point of contact for multiple user groups. Follow the Sun: using “round the world” service desk structure to provide 24 hour support. Activities The Service Desk performs the first line support for the IT Services. Apart from the Call Centre, all Service Desk types perform the following activities: Receiving calls, first-line Customer liaison Recording and tracking incidents and complaints Informing Customers of request status and progress

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ITIL and ITIL : The main types of Service Desks are Call Centre only….

ITIL - ITIL : The main types of Service Desks are Call Centre only….

ITIL and ITIL : The main types of Service Desks are Call Centre only….

ITIL - ITIL : The main types of Service Desks are Call Centre only….

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