In the ITIL framework, the Service Operation component describes best practices for the delivery of IT services to end-users. This component is critical because it is the IT service most intimately connected to business needs. It includes several functions, such as technical management, application management, IT operations management, and service desk. It is this last category, Service Desk, which we will explore today.
The Service Desk is at the forefront of ITIL framework functions and includes tasks such as incident control and customer communications. The primary features of an ITIL-compliant service desk include:
From an ITIL standpoint, the Service Desk provides a centralized approach to handling all communications between the service provider, its users (those who are using the service), and the customers (those paying for the service). ITIL categorizes incoming communications into two broad categories: incidents (issues, problems) and service requests (standard/routine requests).
Transforming these concepts into a workable reality, though, can be a challenge. In order to align communication processes with ITIL principles, IT companies need to consider the following questions:
The Help Desk System is designed to centralize the service request process. Users and customers can use multiple methods to initiate communication with your organization, such as e-mail, telephone, or from within SharePoint — every message is instantly transformed into a ticket which can be recorded, analyzed, tracked, and routed according to your specifications.
The flow of communications can be customized according to your organization’s needs. For example, service requests can be subject to a defined and automated workflow. New requests can be automatically routed to a specific user or a group of users — the recipient can approve or disapprove the request, after which the message is auto-routed for implementation. Notifications and alerts can be set up throughout the ticket lifecycle to ensure that best practices are met (e.g., maximum time spent/allocated) and that critical incidents are not lost in the shuffle.
The entire communication process is meticulously tracked and saved for further analysis and reporting purposes, enabling Senior Management to correlate employee performance with productivity levels (e.g., time spent completing tickets, time spent waiting for approvals, etc.). End-of-process surveys can likewise be included for the inclusion of customer feedback.
This centralized approach means that your organization can confidently implement a comprehensive service desk process while remaining compliant with the spirit of the ITIL framework:
The ITIL framework has enabled thousands of companies worldwide to more closely align their existing IT processes with their business needs. This is of particular importance when it comes to communication: organizations need to form relationships with their customers while promoting service efficiency among their employees. The service desk environment represents an opportunity for companies to combine a well-defined communication process, such as ITIL, with a flexible automated request system, such as the Crow Canyon Help Desk System.
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