ITIL is a set of best practices for managing IT services, development, and operations consisting of a series of books. A service desk provides a single point of contact for users and IT to improve customer service and support incident management, problem management, request fulfillment, and access management processes. An effective service desk is structured and staffed appropriately with trained personnel to resolve incidents quickly and at a low cost while meeting customer satisfaction metrics.

1. Service Desk Management ITIL

3. Service Desk A Service Desk is intended to provide a Single Point of Contact ("SPOC") to meet the communications needs of both Users and IT and to satisfy both Customer and IT Provider objectives.

4. Roles Single point Contact Improve Customer Service Promote Internal team Work Reduce Negative Impact Improve Infrastructure management Higher Quality Management Reporting

5. Objectives Log all incidents & requests First Line Support Handling Escalation Process Customer Communications Satisfaction Surveys

6. Related Process Event management Incident management Problem management Request fulfillment Access management

7. Organization Structure Local Service Desk Centralize Service Desk Virtual Service Desk Follow-the Sun

8. Staff Staff Level Skill Level Training Retention Super User

9. Metrics First Line Resolution Avg Time to resolve Avg Time to escalate Cost per /incident Incident volume : Per day Per week Per year

10. Thank you ….. Prepared By : Mousa M Bawadi