What IT Service Desks do

IT services offices focus on IT service management (ITSM) and business needs. ITSM refers to all the activities, policies and processes that organizations use to implement, manage and improve the delivery of IT services. Organizations help achieve these ITSM goals by implementing a series of best practices that span multiple areas, which may include:


A catalog of IT services of the available IT services provided by the call center and which users can request and request IT services.
An incident management system, which covers problems provided in a traditional IT technical support environment. 

Provisioning and configuration services, including user services, hardware, software, configuration, applications, etc.

An event management system, which monitors changes in the "state" of IT service and configuration items, to determine if appropriate action should be taken in response to a change. Event management also allows staff to obtain service assurance (by verifying that a service is functioning properly), provide audit reports and improve service.

To prevent incidents and recurring problems, problem management activities eliminate recurring incidents and mitigate incidents that cannot be avoided.

Provide systems for other types of IT services, including change management, version and deployment management, service testing, vendor management, service level management, service catalog management and availability management.

The structure of the Information Technology Infrastructure Library (ITIL) provides a predefined framework of good practices and standard processes for implementing ITSM. ITSM best practices and process implementation are facilitated by the use of an ITIL verified Service Desk platform such as the BMC FootPrints service center software.

In ITSM, an IT support service can provide a complete implementation of ITSM needs. Like Technical Support, an IT Service serves as a single point of contact (SPOC), but the goal changes to become a SPOC between the service provider (and not just the IT provider) and users.

An IT service center is considered strategic rather than tactical because it focuses on business needs and can focus on implementing, monitoring and continuously improving IT processes, in addition to solving problems existing. An IT service desk is reactive and proactive. It incorporates help desk functionality and is responsive when you use its incident and event management capabilities. But you can also be proactive through your interaction with the continuous improvement practices of ITIL services (CSI) in case of recurring problems.

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