Organization and introduction of Service Desk

Service Desk is the system for the interaction of the user of services and their supplier on any questions of their use (incidents, problems, requests for service and others).
Features
Service Desk is a point of contact of the user of services and IT (the supplier of services)for any questions connected with their use.
Service Desk is the service focused on processing of various service events arriving in the form of addresses of users or messages of systems of monitoring. Implementing the service desk is the same as making your right choice.

Service Desk is aimed at restoration of the required level of the provided services by the elimination of incidents according to the level of competence of service and organization of recovery actions.

The Service Desk functions can include the performance of requests for service, providing information, control of the current state of the provided services – all necessary in order that the user has been satisfied and you could work further.

Service Desk works on the model of providing service to business: the structure, the list of requirements and level of service can be described in, SLA. From the point of view of the consumer, Service Desk represents the external company which renders IT services in the rules applicable to other service companies.

In turn, the process of automation of support service is one of the most important steps on the way of cost-cutting on IT and increases in its efficiency which in use brings considerable advantages.

Advantages and results of the introduction of Service Desk

  • Thewiderangeofapplication

Service Desk can perform the function of the general center of service for reception and processing of inquiries in economic, financial or legal service of the organization.

  • Fastsolutionofinquiries

The automated decision of ITSM for reception, processing, and distribution of applications from users considerably accelerates the process of the solution of inquiry or an incident. Gives more time to employees of the first line for providing more quality service and allows to exercise complete control of work of all IT specialists.

  • Effectiveescalation

Forming processes of providing IT services guarantees the correct escalation for the solution of inquiries. It allows to carry out the automatic delivery of information to the IT employee responsible for providing this service, reduces the time for scheduling and search of the data, prevents mistakes.

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