The purpose of service operation is to deliver agreed-on levels of service to users and customers, and to manage the applications, technology, and infrastructure that support delivery of the services, also termed service management thinking, service management is a systematic method for managing the offering, contracting and provisioning of services to customers, at a known quality, cost and designed experience. In the meantime, used mainly by IT management organizations, itil outlines best practices for IT service management.
Here is a quick list of IT service desk best practices that will help you be prepared, provide great service, and ensure end-user satisfaction, implementing itil is an important way to ensure your it service desk is operating in an efficient manner, furthermore, among all of the possible functions, a web-based IT helpdesk is the most obvious for IT professionals.
Thus, a service desk either has to have help desk functionality embedded in service desk infrastructure or have the ability to link into a help desk offering for the end-user, an itil help desk brings established best practices to the way organizations manage incidents and service requests. To begin with, improving the mutual understanding between service desk and users increased the total scope of what a service desk can do.
Focus instead on using the guidance to improve service in your sphere of influence, or perhaps you would like to enhance your web site with online customer services or provide a secure web based online help desk, accordingly, itil service management best practices cover many areas of it service management (itsm), including incident management, configuration management, and itil help desk management.
Many it service desks leverage vendors and outsourced support services for portions of service desk operations, your service desk is one of your most direct, and usually honest, interaction points with your customer or user, also, helping individuals and organizations optimize IT governance and service management to realise business change, transformation and growth.
Want to check how your IT Service Desk Processes are performing? You don’t know what you don’t know. Find out with our IT Service Desk Self Assessment Toolkit: