Off Site Service Desk

此为"企业外部服务台的优缺点"一文的英文版，供参考.

 

Off Site Service Desk

The next logical step in Service Desk adaptation is the “off site” implementation, where the Service Desk is remote (maybe within same building, same city, or in another Continent, nevertheless physically separated from the office environment).  Since such “off site” Service Desk is often in an outsourcing agreement, aside from the physical location, the agents and facilities maybe outsourced.  The level of dedication also varies from company to company largely due to their security policy and size on operation.

 

PROs

With the Service Desk physically separated from the office location, you can enjoy the following advantages:

1.         Cost of space is typically less than a Class A office building in the business center

2.         Facilities built for true Service Desk operation

3.         Air Conditioning / Climate Control that can cater for 7x24 operation, Summer and Winter

4.         Phone System designed for Service Desk operation, such as CTI, statistics and reporting

5.         Call Management System and Service Management Tools, otherwise high cost if dedicated

6.         Selectable levels of security and dedication/shared model of the Service Desk

7.         Prioritized to perform remote resolution, and the efficiencies resulted

8.         Manage the Service Level, not the day to day HR and GA issues

9.         The resource pool of the service provider can mean more flexibility to increase resources or back-fill with short notices or project support

10.     And not to mention this is the stepping stone to the third generation of Service Desk, namely Virtual Service Desk (see below)

 

CONs

With an off-site Service Desk, the following need to be considered for cost and corporation policy:

1.         Security Policy – what is the corporate policy requirement for data access and handling for an offsite location?  From simple as ××× to dedicated WAN connection, with variable costs.

2.         Cost of data connection

3.         Cost of external call to the Service Desk.  However with today’s technology, voice calls can be digitized and sent over a data connection (VoIP) therefore less an issue.