ITIL News Foundation - Mission of Service Desk is to be a main issue of contact between the User and IT Service Provider. Administration Desk shouldn't be considered as an ITIL procedure. In ITIL Foundation Service Desk is considered as capacity not a procedure. This might mistake for hopefuls attempting to get ITIL Certification, however the contrast between Service Desk and ITIL forms is simpler to comprehend when we take a gander at the fundamental destinations of the Service Desk.
The principle goals of Service Desk are:
- to go about as a solitary purpose of contact (SPOC) for all IT Customers
- to amplify benefit accessibility
- to reestablish benefit at whatever point conceivable
- to give business frameworks bolster
To meet both Customer and business destinations numerous associations have executed a main issue of contact for taking care of Customer and User related issues. This capacity is know under a few titles e.g:
- Call Center - the primary intention is to deal with vast volumes of phone based exchanges like telesales or request preparing
- Help Desk - the primary intention is to oversee and resolve episodes rapidly and viably, and to ensure that all solicitations are followed up
- Administration Desk - expands the scope of administrations offered by the Help Desk and permits business procedures to be incorporated into the Service Management foundation.