What is a Service Desk?

Definition of Service ITIL defines it as a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. Or in plain english- helping to get it done

Definition of Service Desk Similar to a Help Desk: The central point of contact between service providers and users/customers on a day-to-day basis. But extends to: Providing expertise, tools and structure to enable the staff, Departments and Organization to meet the mission.

Incident Problem Service Help Desk Difference Tools Trouble shooting Service Desk Incident Tools Trouble shooting Problem Trends Get to the root Service Process Change Mgmt.

Service Desk for a small org Every org could do a service desk, but scaled to match the size\needs of the org Larger Org IT Team with specialized skills, training and tools Small cross functional team supplemented by volunteers and vendors Smaller Org

Service Desk for a small org Formal structure established and supported by CIO in partnership with Leadership Completed by IT Team Process Mapping for new software Implement Change Management Governance Pro Bono consultant backed by small staff team Small cross functional team meets to plan together Examples

Become Proactive

Improvement not repairs

Organizational Impact Understanding how it all works: Staff Departments Organization Mission

Organizational Impact Understanding how it all works Tools People Process

Organizational Capacity Documented Process Aligned Technology Trained Staff

Organizational Capacity Documented Process Aligned Technology Trained Staff Focusing on how work is completed and staff use technology creates lasting improvement Implementing the change in a manageable way is critical

Service Lifecycle Service Strategy Strategies Policies Standards Service Design Plans to create & modify services Service Transition Manage transition of changed service Service Operation Day to day operation of services

Service Strategy Strategies – Pick your focus Policies – Set the rules Standards – How you win

Service Strategy Strategies Policies Standards This is about defining how you will help the staff, departments and organization succeed. The tools to help them change, not what the change is.

Service Design – Document IT Services -Technical Support -Process Management -Project Management -Business Analysis -Data Analytics Organization Services -Program -Operations -Financial Development

Tools People Process Improve your Services Defined IT services: informs how to make improvements assists in staff turnover creates awareness for all staff Tools People Process

Service Transition – Governance Documented Process Aligned Technology Trained Staff Focusing on how work is completed and staff use technology creates lasting improvement Implementing the change in a manageable way is critical

Service Operation

Summary What Defining Services Improving Process Growing Skills Tools Documentation (process & procedure) Policies Intranet Who All staff collaboration led by staff with Business Process, Analytic and Project Management skills Benefits Common Understanding Best Practices Building Capacity Service Desk