What is ITIL service desk?

What is ITIL service desk?

ITIL’s definition of a service desk is as follows: “The single point of contact between the service provider and the users. A typical service desk manages incidents and service requests, and also handles communication with the users.”

What are the types of service desk in ITIL?

Different Types of Service Desks

• The Local Service Desk. If the organization decides to set up a service desk in each of the eight locations, they would be setting up a local service desk.
• The Centralized Service Desk.
• The “Follow the Sun” Service Desk.

What is the difference between help desk and service desk?

Help desks are designed for solving ‘incidents’ (or immediate/infrequent fixes), whereas a service desk is focussed on service requests (laptops, new employee onboarding etc.), self-help articles (How do I set up my printer?), and other communication channels (chat, phone, email, walk-in) between IT teams and end-users …

What are the two types of service desk?

Service Desk types by size and location

• Local Service Desk – generally located close to the customer, on location or within a branch office.
• Central Service Desk – disregarding the customer’s size or dispersion, Service Desk provides support services from a single central location.

What is the role of a service desk?

What Does a Service Desk Do? Primarily an IT function, a service desk manages tickets, incidents and service requests, as well as user communication. Service desk professionals rely on various IT service management (ITSM) tools to get their work done.

What makes up a service desk?

Service Desk can be defined as a Single Point of Contact (SPOC) between an organization and its employees, customers, as well as business partners. They handle a wide range of service requests- right from technical issues faced by individuals to system outages that impact the entire organization.

Is service desk a customer service?

Essentially, service desks provide customer service based narrowly on IT issues, while call centers serve a much broader purpose. Service desks may fix IT problems, walk an employee or customer through how to do something on a website or software program, install upgrades, or manage data security.

How many types of service desk are there?

Types of Service Desk

What are the different types of service desk?

Types of Service Desk

• Centralized Service Desk. A centralized service desk is basically a center point of interaction for query resolution.
• Local Service Desk. As the name suggests, a local service desk is one that is located in or near a company’s premises.
• Virtual Service Desk.