Service Desk

 

Service Desk

 

1. SPOC : single point of contact
2. Service desk is not charged with finding the root cause of a service interruption; that responsibility lies with Problem Management.
3. Responsibilities :

1. Receiving, recording, prioritizing and TRACKING service calls. 跟蹤

2. Closing incidents and confirmation with Customer. 關閉

4.      Desk 類型：

1.        Call Center

2.        Help Desk

A help Desk’s primary purpose to manage, coordinate and resolve incidents, as quickly as possible and to ensure that no request is lost, forgotten or ignored.

3.        Service Desk: 不只侷限於接電話，解決incident, 和其他的itsm的流程都相關，譬如合同，ＳＬＭ等等。　

5. Structure

1. Local Service Desk: On-site support

2. Centralized Service Desk: 

3. Virtual Service Desk: