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Service Management
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TimelessMIND Enterprise Service Desk
A Service Desk (SD) is a primary IT capability called for in IT Service Management as defined by ITIL. It provides a single point of contact to meet the needs of both the users and IT, to satisfy both the customer and IT provider purpose on a day to day basis. The Service Desk is designed as an information hub and assistance resource that has the ability to troubleshoot as incidents and problems are called in regarding the provided service.
About the Service Desk
The Service Desk is the hub for reporting incidents, disruptions and making service requests on a 24/7 basis, usually by phone. Service Management Platform such as ‘Remedy’ is used to mange all information and create trouble tickets on issues. When an incident or disruption occurs on the system, the service desk may be the first ones to identify it and begin resolving the incident; however the monitoring done by the SD may not identify the incident instantaneously. In this scenario, the customer reports the incident to the Service Desk and immediate action is taken to ensure the incident is corrected bringing the system back up to the service level standards agreed upon in the Service Level Agreement (SLA). To keep track of these incidents, ‘tickets’ (or trouble reports) are generated on the Service Management Platform to recording relevant information about the unique incident to assist in resolution, and providing a unique ticket number to the customer for future referencing. The trouble ticket is accessed by every employee that works on the particular issue and their data is recorded within to ensure proper metrics are recorded of the ticket lifecycle. Customer comments and number of calls between the SD and the customer are also recorded to provide metrics on the quality of customer service provided.
Customer Use
The Service Desk acts as a single point of contact to the customer. If work is to be done on the system, the SD pro-actively provides updates to the customer on actions taken; the estimated time of completion and any useful information the customer requests. The customer can also call the Service Desk at any time and reference their ticket number to request or provide more information about their individual incident or service request.
Resolving the Ticket
Once the incident or service request is resolved, with the consent of the customer, the ticket is closed providing a historical reference to the Service Desk which is stored in the Configuration Management Database(CMDB). This is only done when the service has returned and the customer feels the incident has been successfully resolved.
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