Service Desk Process

Optimizing a help desk workflow process.

Service desk process. This template provides a basic overview of a typical help desk process from the point of problem identification to resolution. This will lead to quicker resolutions of client problems. This chapter from effective help desk specialist skills introduces the support center help desk professionals users and incidents or problems in four major sections. It s necessary to design an adequate process for the management and dissemination of knowledge.

Before we discuss the itil service desk process flow in detail it is important that we remind you of what itil is. In itil 2011 the service desk owns the incident management process and is responsible for resolving incidents according to service level agreements with the goal of restoring services as quickly as possible and getting the customer back to work. The scope of incident management starts with an end user reporting an issue and ends with a service desk team member resolving that issue. An initiative of the british government in the 1980s itil or information technology infrastructure library was initially aimed at documenting all information technology process management service literature cases and best practices.

By mapping call data to the process flow this template also shows how you can get a summary view of actual help desk activity and performance each month including total number of calls average wait per call average. Understanding the support center the role of the help desk professional understanding users and typical incident process. The itil service desk is responsible for supporting the it organization by ensuring the accessibility and availability of the it service and by performing various supporting tasks. Service desk is one of the main functions under service operation module of itil framework this process is also widely known as itil help desk process.

The service desk and incident management process aims to restore it services to their defined service levels as quickly as possible the process is also responsible for receiving and processing service requests for assisting users and for coordinating the incident resolution with specialist support groups. For this the process needs 3 actors as follows. Service desk process flow. At itarian we don t just offer valuable and necessary products both and paid options.

It s not enough to only know what a help desk workflow process is. Incident management is the process of managing it service disruptions and restoring services within agreed service level agreements slas. Itil v2 see also incident management itil v3.