ITSM - Service Desk

Question 1

Define a ‘service desk’

Answer 1

A service desk is a functional unit with staff involved in differing service events. These events can come in by phone, email, inter/intranet or infrastructure events which are reported automatically (as per event management). The service desk is a vitally important element of the IT department of an organisation. It must be the only contact point, the Single Point of Contact (SPOC) for IT users and it deals with all incident, access requests and service requests.

Question 2

What is the primary purpose of a service desk?

Answer 2

To restore ‘normal service’ to users as quickly as possible. This may be resolving a technical error, but also filling a service request or answering a question.

Question 3

Define ‘normal service’

Answer 3

Normal service refers to whawt has been defined in the SLAs

Question 4

Give examples of differnt service desk arrangements

Answer 4

Complete later. Page 152 - Local SD, Centralised, virtual, follow the sun etc….

Question 5

List service desk activities

Answer 5

Complete later. Page 153

Question 6

How do you evaluate service desk performance?

Answer 6

Metrics must be established in order to evaluate the service desk at regular intervals. This way the maturity, effeciency, effectiveness and potentials can be established and service desk actions improved.

Question 7

Define ‘soft metrics’

Answer 7

For example, customer and user satisfaction surveys.