Service Desk

The Service Desk is the heart of your ITIL and ITSM solution, being a single point of contact for all your key IT service provision elements.

A Service Desk is a primary IT capability called for in IT Service Management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). It is intended to provide a Single Point of Contact ("SPOC") to meet the communications needs of both Users and IT and to satisfy both Customer and IT Provider objectives.

The ITIL approach considers the Service Desk to be the central point of contact between service providers and users/customers on a day-to-day basis. It is also a focal point for reporting Incidents (disruptions or potential disruptions in service availability or quality) and for users making Service Requests (routine requests for services). The Service Desk handles incidents and service requests, as well as providing an interface to users for other ITSM activities such as:

1. Incident Management
2. Problem Management
3. Configuration Management
4. Change Management
5. Release Management
6. Service Level Management
7. Availability Management
8. Capacity Management
9. Financial Management
10. IT Service Continuity Management
11. Security Management

The Service Desk pro-actively keeps users informed of all relevant service events, actions and service changes that are likely to affect them. The Service Desk is in the direct line of any impact on the Service Level Agreement (SLA) and as such should be kept rapidly informed of any planned or unexpected changes or service unavailability.

The Service Desk differs from a Call centre, Contact centre or a Help desk by offering a more broad and user-centric approach, which seeks to provide a user with an informed single point of contact for all of their ICT requirements. A Service Desk seeks to facilitate the integration of business processes into the Service Management infrastructure. In addition to actively monitoring and owning Incidents and user questions, and providing the communications channel for other Service Management disciplines with the user community, a Service Desk also provides an interface for other activities such as customer Change requests, third parties (e.g. maintenance contracts), and software licensing.

eProgram has implemented and currently supports some of the largest integrated service desk solutions in the country, and as such has extensive experience in providing configuration and customisation to your specific service desk needs. To find out more about how we can directly meet your individual requirements, please contact us or fill in our online contact form.