Hi there! Sorry for the long offline period. I was working on my graduation project. Let’s continue our journey through ITIL!
Original post in Brazillian portuguese by Emerson Dorow. He authorized me to post in english language.
http://www.profissionaisti.com.br/2008/11/central-de-servicos-itil/
Continuing the first post on ITIL, focusing on the sole function of which is the ITIL Service Desk. The raison d’être of the Service Desk is to be the single point of contact between users (those using the services of IT and IT staff).
It is the mission of the help desk:
- REGISTER and sort the events taking into account the impact and urgency all requests so that none is “lost”;
- Re-establish as fast as possible the service with minimal impact so as to fulfill the service level agreements (SLA);
- Keep users informed about the progress of their requests;
- Schedule incidents difficult or time consuming to solve;
- Close incidents. ITIL preaches that all incidents / calls / requests for service must be completed by the person who opened it.
Users should not have access to the service levels above level 1. User must always talk about the incident / call / request service always with the same attendant.
If you want to deploy a service desk in your company, do not try to change everything at once, this will scare your internal customers. They will be dissatisfied and will be against the changes!
Do one thing at a time, create an implementation schedule, set goals and provide training to users if necessary. Start by adopting a call management tool, whether paid or not, so that everything is recorded and managed. Create a cell or point of service that can be one or more persons or a tool for receiving requests for assistance. It’s Important to adopt a standard for all staff to attend users with same manner, preventing users from creating the habit of being cared for who they want or have more affinity.
Do not forget to REGISTER EVERYTHING! Create reports to analyze open issues, so you may find that users need training, some equipment that needs replacing or even prove that your team does not take account of the number of requests. The adoption of the service desk will not solve all their problems immediately, but soon the first results appear.
Finally, before starting any deployment process or function of ITIL, seek the support of superiors and possibly the CEO, make a presentation on the improvements and saving $ if necessary. If there is resistance from people, you’ll pass by hard perils.
Emerson said: “I will relate a personal experience of Service Desk. Sometimes for a lot of opening calls at IBM on some software that I use, and I always talk to the same attendant who serves me in the same way, even if it does not solve anything and just do the scheduling of the call to the higher levels I know that they’ll let me know the status of the call. This brings a security for the User because you always have to make sure that person will assist you and is not your request “lost” somewhere in the help desk.”
As last remark: ITIL is not a rule, it’s a guide that should be adopted in accordance with its reality.
Thanks!
