ITIL HELPDESK

ITIL HELPDESK

This is a common term which evolved basically because the commonality of help desks and help desk solutions. The ITIL discipline that this actually refers to is the ITIL Service Desk.

The ITIL Service Desk acts as central point of contact between service providers and customers (or users). Additionally, it is often a focal point for the reporting Incidents and for service requests.

The objectives of the Service Desk are:
Providing a single point of contact for users
Facilitating the restoration of normal operational service with minimal impact on the customer within the agreed SLA.

This high quality PowerPoint presentation gives you an excellent insight into the whole area of Service Management and ITIL^®. It helps explain the concepts to executives/management and covers everything from the ITIL framework to certification and more.

The Service/Help Desk plays an important part in the provision of IT Services. It is very often the first contact the business users have in their use of IT Services when something does not work as expected. The Service/Help Desk is a single point of contact for end users who need help. Without this, an organization could certainly face losses due to inefficiencies.

The two main focuses of the Service Desk are Incident Control and Communication.

There are different types of Help Desk, the selection of which is dependant upon what the business requires. Some Help Desks provide a simple call logging function, and escalate calls to more experienced and trained staff. Others provide a high degree of business and technical knowledge with the ability to solve most incidents at the time that the business user reports them.