1. Service Desk Function

manager Wed, 09/03/2014 - 16:55

Aimed at providing stable IT infrastructure; use process to leverage capability

Outlines:

  1. SPOC for users
  2. SD is focused on end user experience, business and quality of service
  3. Primary objective: facilitate restoration of disrupted service by restoring normal service

FCR
Organizational structure

  1. Local SD
  2. Follow the sun service
  3. Specialized SD groups
  4. End result is that virtual SD is transparent, is SPOC, access 24x7

Terms:

  1. Incident
  2. Single Point of Contact (SPOC)
  3. Service request
  4. Resolution – action taken to repair the root cause of an incident or implement a workaround
  5. End user
  6. SD – SPOC between service provider and users
  7.  Recover – returning a CI/IT services to working state
  8. Customer

Both tech mgmt and app mgmt can overlap into IT ops mgmt