Service Desk Management Process

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1 Service Desk Management Process [Month, year] Document No. : Version.Rev : Authorized by: Signature/: Date

2 Prepared by Title Location Version no. Version date Document control sheet Contact for enquiries and proposed changes If you have any questions regarding this document or if you have a suggestion for improvements, please contact: [Name of the contact person] [Phone] Version history Version no. Date Author Nature of amendment [Replace this text with the name of the Document Owner.] [Replace this text with the name of the Change Owner.] Document created [Replace this text with a list of changes for this Owner on this Date and Version.] [Change 1] [Change 2] [Change n] 2

3 TABLE OF CONTENTS 1. OVERVIEW ROLE OF SERVICE DESK PROCESS FLOW DIAGRAM SERVICE DESK PROCESS Objective Description Roles Pre-Conditions Input Work Product Service Desk Processes Receiving and Recording Calls Initial Support Post condition Output Metrics Escalation Mechanism for Service Desk Process Relationship Tools APPENDIX Role of Service Desk Manager Role of Service Desk Staff

4 1. OVERVIEW A Service Desk may be defined as: The IT provider s organizational unit, function or process that creates a single contact point between Customers, Users, and third-party support organizations. The Service Desk offers a global-focused approach to allowing business processes to be integrated into the Service Management infrastructure. It not only handles Incidents, Problems and questions but also provides an interface for other activities such as Change Management, Availability management and Service Level Management. The Service Desk plays an important part in the provision of IT Services. It is very often the first contact the business users have in their use of IT Services when something does not work as expected. The Service/Help Desk is a single point of contact for end users who need help. Without this, an organization could certainly face losses due to inefficiencies. The two main focuses of the Service Desk are Incident Control and Communication. The Service Desk records the relevant information about an incident and allocates a category type according to the nature of the incident, and a priority. Priorities are agreed between the service provider and the business owner and are defined in Service Level Agreements (SLAs). Priorities are derived by assessing the risk, impact and urgency of an incident type for a given service. An effective service desk solution should: Be accessible to users regardless of geographical or organizational separation. Automate IT support processes, including the user s ability to submit, modify, and monitor the status of help desk cases and change requests. Offer users the ability to search for and apply solutions to resolve incidents themselves. The major benefits from an established Service Desk process are: Increased customer satisfaction Improved quality and faster response to user requests Improved communication Reduced overall cost of service delivery and support 4

5 2. ROLE OF SERVICE DESK 5

6 3. PROCESS FLOW DIAGRAM 6

7 4. SERVICE DESK PROCESS 4.1 Objective The objectives of Service Desk are to: Provide a Single Point of Contact (SPOC) for all IT and related services. Increasing user satisfaction by improving the level of service Ensuring that effective mechanisms are established and maintained to effectively manage the recording and tracking of all incidents received at the Service Desk. Improving communication with the users in terms of keeping users updated on the status of incidents and problems. 4.2 Description The Service Desk function provides the single point of contact for the reporting and recording of service incidents. An incident gets reported by the end user/customer to the Service Desk team either by means of phone/ /online system/system generated. An incident can be: Disruption to normal operational service An event detected by system monitoring tools. Everything else to be regarded as a Service Request for: Move, Add and Change (MAC) User accounts Information Complaint An incident can be reported by: The user of the service Support and operational personnel Product management Tools. 7

8 4.3 Roles Customer/User Service Desk Staff Service Desk Manager 4.4 Pre-Conditions Any event that is not part of the normal operation and that causes, or may cause, an interruption to, or a reduction in, the quality of that service. 4.5 Input Work Product Details of the event. Procedure for handling service request. 4.6 Service Desk Processes The primary objective of the service desk is to act as a consistent interface between the bank and the Support Team. This section describes ways in which the service desk should interact and communicate with the bank and the Infosys Support Team Receiving and Recording Calls The service desk receives calls from the bank, gathers the relevant information, and then logs the calls in the online support tool. There are a number of things to consider when completing this function: Telephone protocol: Service desk personnel should be given guidance on how to deal with customers when using a telephone. Standard greetings may be defined. It is important to note that telephone manners are very important. Service desk personnel must always be polite to callers. Standard scripts may be defined for personnel to follow. This ensures that relevant information is obtained from the caller and reduces the chance that the subsequent 8

9 investigation and diagnosis will require the service desk to contact the customer a second time. Maintaining accurate customer information: When a customer calls, confirm that the customer s information is up to date and correct. Recording information: The information recorded in the call logging system should be appropriate and sufficient to process the call. This can be accomplished by following pre-defined scripts or by using an expert system that leads the staff member through a structured set of questions. The Service desk personnel should secure as much relevant information as possible. The service desk should acknowledge receipt of each call by giving the user a unique reference that can be used to identify the call if the user calls to check progress or if a support staff needs to contact the user for further information. For calls received by telephone, the call reference should be given to the user during the telephone conversation. For calls received by other methods, after recording the information in the online support tool, the call reference should be transmitted to the user by the most appropriate method for example, for calls that originate by means of or a Fax, the call reference can be transmitted to the user by Initial Support This section describes how to check for known fixes or workarounds already created for the reported incident. Each incident should be checked against all known errors. The known errors are stored in the Known Error Database. If a match is found, the resolution can be implemented. Service desk personnel might use the following suggestions when implementing a resolution: Give the resolution details to the user to implement. Confirm with the user who made the call that the resolution was successful. If it was, close the incident; however, if it was not resolved, restart the process. Link new incidents that match known errors to the known error record. 9

10 The Incidents that do not match known errors should be immediately assigned to the other support group for resolution. 4.7 Post condition Updated Incident record Notify the Call / Incident ID to the user. Functional Escalation 4.8 Output Incident details with Call / Incident ID. Updated Incident record Reports. 4.9 Metrics Total numbers of Calls / Incidents. Percentage of incidents closed by the Service Desk without reference to other support levels First Call Resolution (FCR). Calls processed per Service Desk Staff Escalation Mechanism for Service Desk Process In the event of any incident of any priority, not getting closed with in the agreed time-frame (SLA), the same shall be escalated as per the defined escalation procedure. Critical or high priority incidents may be escalated as per Predefined procedures. 10

11 Service Desk staffs are responsible for escalating the incidents and have to report the same to the Service Desk Manager, who has the overall control of the escalation mechanism Relationship Service Level Management. Escalation procedures. Other Support process Tools Tools are available for automating the different activities of the Service Desk process 5. APPENDIX Detection and logging Classification and automatic assignment of incidents. Incident ID generation and acknowledgement to user. Updating the knowledge base repository. Automatic escalation of high priority Incidents. User updation on status change of Incident / Call. Querying and reporting. 5.1 Role of Service Desk Manager Improve and develop the process, working methods and tools Liaise with Business to ensure requirements are met. Follow up meetings with Business and Incident coordinators to ensure requests are taken care of. Manages the work of Service Desk staff on a day to day basis Communicating the Incident reports to the customers. Make sure available resources are used in an optimal way Monitor SLA and escalate if necessary 11

12 5.2 Role of Service Desk Staff Record information about every call: first and last name; full telephone number; accurate site location; good short description; detailed documentation for event log. Determine the appropriate severity/priority code for the incident Give initial support and try to solve incident over the phone Assign incident to other support groups if necessary. Escalate if SLA breach. Update and communicate with users Update Knowledge Base 12

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