What is a Service Desk and why is it important to your company?

We’ve all heard the term before, but most of what we know about Service-Desks barely even scratches the surface. As they are commonly mistaken to be synonymous to Help Desks, allow this page to enlighten you about what Service Desks genuinely are.

What is a Service Desk?

Service Desks exist to ensure that companies are well-informed about the strategies and mechanisms that must be put in place so that data can be thoroughly analyzed, produced, and distributed. Through the utilization of the Information Technology Infrastructure Library (ITIL), Service Desks can function seamlessly.

By definition, a Service Desk is the first point of contact where end users and IT service management meet. Service-Desk processes incidents and requests that clients may face regarding the implemented IT system. In short, Service Desks serve as the medium of communication between users and service providers, where reported errors should be addressed immediately.

Additional Features

However, the responsibilities of a Service Desk are not just limited to IT users. More often than not, they also serve to bridge the gap between customers, employees, and business partners, broadening the scope that the service covers.

Rather than merely delivering and processing IT functions, a Service Desk is also able to oversee the lifecycles of software, allowing for a smoother and more consistent flow of critical information.

ITIL Practices

Through the utilization of ITIL practices, service providers that specialize in the IT field can monitor and ensure the constant delivery of data, regardless of the context diversity. Service Desks must be well-informed about the different potential causes of service interruption, allowing them to manage each occurrence from start to finish properly.

The functions of Service Desks can be divided into four different categories:

  1. Network Operations

This can be defined as the ability to monitor existing network devices remotely. In doing so, a Service Desk must be able to handle incident reports, monitor program traffic, review the condition of the network, backup crucial data, and implement changes to the network.

With a highly efficient Service Desk, the optimization of the IT network infrastructure is sure to meet the needs of its users.

  1. Systems Operations

Described as the capability to manage core systems correctly, the Service Desk must also be able to monitor changes in the core system rather than just being limited to the network.

Among its tasks include the installation of software patches, management of updates and accounts, and the thorough observation of the system performance. This also covers offering user support for platforms such as Linux, Unix, and the like.

  1. Database Software

Service-Desk should be able to monitor the performance and inconsistencies of the database, review the logs, access the management hierarchy, and have a certain amount of control over software such as Oracle, DB2, and the like.

  1. Security Management

Perhaps it’s obvious from the name; a Service Desk should be able to perform necessary security checks. To efficiently protect the enterprise from both internal and external threats, Service Desks shall gauge the vulnerability of the security system, monitor IPS logs, and map data to verify its authenticity and safety.

How are these tasks Executed?

Through the collective efforts of hardware, software, and delivery processes, it becomes possible for a Service Desk to execute the functions stated above efficiently. Each task has a purpose to serve in the effectiveness of a Service Desk.

All four functions have an allocated life cycle, which dictates how a Service Desk is supposed to manage them. In the occasion that a program has to be updated or changed, a Service Desk shall be the one to handle the transition.

User Satisfaction

With the continued use of Service Desks, the adverse effects of service failures can be minimized. IT network is professionally managed and maintained, the reported incidents and requests are resolved much quicker, and there exists a means of communication between the user and the enterprise.

Put all of these together, and the IT services offered to users are sure to incite satisfaction.

Process-based IT Service Management

As more and more companies adopt the process-based approach to IT system management, they can identify the possible improvements that could be made into the IT system, and consequently integrate such details into the overall business strategy.

By decreasing the dependency on varying types of technology, companies can focus on the IT infrastructure and its delivery process onto users. As the use of Service Desks sets a clear line of the services offered and the methods used, the businesses are granted the ability to utilize its advantages to further their position in the industry.

An Efficient Service Desk

You’ll know that a Service Desk can perform its functions correctly if it can trigger several beneficial effects. Among these include:

  1. Customer Satisfaction. By improving the service quality to customers of a particular business, a Service Desk will undoubtedly yield this result.
  2. Company Satisfaction. As a Service Desk makes the IT system management easier and more efficient, what is otherwise known as a tedious burden is lifted from the shoulders of the company, allowing them to focus on making strategic advancements.
  3. Effective and Consistent User Communication. Since issues and inquiries are addressed immediately, this allows for an efficient communication system between the enterprise and its users.

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