The Service Desk Function is the only FUNCTION defined in the ITIL� Framework The function is the "face" of the IT department. The easiest way to explain the fundamental difference between a process and a function is through a simple fact. You can actually see the Service Desk; you cannot see a process.
The setup and design of the Service Desk is something that requires careful thought. One of the key considerations is selection of the most appropriately skilled staff.
Contents include the Service Desk Objectives and Goal templates and a comprehensive technology considerations document (to help you define what you would need in a Service Desk tool).
Find also a Service Desk Powerpoint presentation that you can use for workshopping, awareness or a structured education program. There is a Service Desk assessment form that helps you determine the current status of the process.
The Service Desk would not be complete without some information regarding the process owner, so also included is a roles and responsibilities guideline.
This toolkit includes a variety of electronic documents that provide a head start for the implementation, education and awareness for this ITIL� process area.
Well thought out IT Service Management processes are becoming an increasingly important component in the delivery of higher customer satisfaction.
The kit is designed for those who have or are looking for awareness or skills, but not necessarily the time to develop the necessary templates and structure for the implementation.
The kit serves to act as a starting point. It will give you a clear path to travel. It is designed to be a valuable source of information and activities.