ITIL-services desk

service desk
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the help desk and call centre.
sevice desk is a consolidate , comprehensive ,

single interface between user and IT , service desk
is a concept that has not been rolled out in many

organizations.
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A fully supported service desk gonna handle

activities relative to a number of basic ITIL

process. primary at the top it kind of extention of

traditional helpdesk in the sense of provide

management, the service desk is going to record 
log and monitor incidents as well as co-ordinate

with 3rd party that involved in the incident handling.
service desk also may play a key role of

installation of software or the installation of

hardware, and therefore be responsible for

providing an interface for change management or
release management. a service desk may also do

a valification the details of configuration

management. it can take on standard request ,

standard installation request, relocation request,

the type of things will going to change

management. the service centre can provide

information to users about support products and

services they have access to. if the service desk

is not authorized to meet the request, it can tell the

users  and notify service level managment or

escalate to higher level at any point when

necessary.
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Major goals for sevices desk
1, central point of contact between the users and

IT services of your organization.
2. services desk provide the interface for all the

other activities like changes, problems, releases,

services levels, and IT services continulity

management.basicly for every need for the end

users or a customer has in IT that is accetable

response either ultimate or personal from their

service desk.
3.main purpose the service desk is to enhance

user's access to the IT services. to make the

activities services access for the customer and

the users as painless as possible.
the service desk should be the first line liasar, the

first tier interface.
another function is to provide faster respond time,

faster turn around for request, for trouble ticekt

while in the process recording in these incidents ,

tracking these incidents as well as users

complaints.
4.Another goal is to improve the communications

between the end users and the IT services. to

enhance team work by informing customers and

end users about the status , the progress, the

assessment as well as change and change

management.this can be improving

communication and passing along information on

short term as well as long term status progress

and assessment. the service desk  may also be

used to escalate procedure base on service level

agreement we have with our customers , our

partners and our vendors. so the service desk can

be part of the escalation process.it s a first line

liasn that basically reports and initial  reqeust of an

incident and escalate to the proper department or

business unit.service desk also can be used for

manage requests , ticekts as well as change

management life cycles as well. we also want to

use service desk to help us  coordinate with 3rd

party solution providers and vendors as well.
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centralize services desk model
local services desk model or distribute model
virtual services desk model