如何构建服务台.pdf

© 2006 ITSM Academy, Inc. IT Infrastructure Library™(ITIL)ITIL®is a registered trademark of the Office of Government CommerceUsing ITIL®Best PracticeBuilding a Service DeskBuilding a Service Desk© 2006 ITSM Academy, Inc.Agenda?Help Desk or Service Desk… What’s the difference??The role of the Service Desk according to ITIL?Making the transition from Help Desk to Service Desk?The components of a World Class Service Desk?People ?Processes?Technology?5 Steps to Jumpstarting a Service Desk© 2006 ITSM Academy, Inc.Why do we need a Service Desk?Have you ever…?Called an organization or department and gotten transferred around until you find the right person? ?Had to restate your question or problem each time you were transferred??Been told the person you need to speak with is at lunch, on vacation, or has left for the day??Reported an Incident only to learn later that it has been lost or forgotten?© 2006 ITSM Academy, Inc.The Support Challenge?Unstructured customer support mechanism?Low customer confidence/perception ?Outgrown customer support system ?Under-managed support resource?Continual fire-fighting, repetitive Incidents ?Overdependence on key staff ?Uncoordinated and unrecorded changes?Inability to cope with business changes?Unclear staff resource/cost requirements?Inconsistent call quality and response times ?Lack of management information© 2006 ITSM Academy, Inc.The Service Desk SolutionMost important Most important IT function to IT function to CustomersCustomersWorldWorld- -class class serviceservice= =CompetitiveCompetitive AdvantageAdvantageImproves Improves ServiceService Perception /Perception / SatisfactionSatisfactionBetter managedBetter managed and controlledand controlled InfrastructureInfrastructureValuableValuable Management Management InformationInformationProvides Provides more more services services than a than a Help DeskHelp DeskWhat would we do without a Service Desk?© 2006 ITSM Academy, Inc.One Function, Many OptionsMany Help Desks and Call Centers evolve into Service Desks to improve and extend service to customers?ITSM Process Interface ?Global focus?Integrates ITSM and business processes?Telephone based?Commodity telesales?Often outsourced?Manages and resolves Incidents?Incidents are not lost or forgotten?Relies on CMDB and knowledge toolsCommon Elements?Serves as the single point of contact to the IT organization ?Operates on the principle that customer satisfaction and perception is critical ?Blends people, processes and technology to deliver valued servicesService Desk Range of ServicesCall Center High VolumeHelp Desk Technical© 2006 ITSM Academy, Inc.Service Desk Goals ?Provide a single point of contact to customers?Provide advice, guidance and the rapid restoration of normal services?Drive and improve service to the businessThe Service Desk enables IT Service Management© 2006 ITSM Academy, Inc.IT Service ManagementDecrease IT CostsDecrease IT CostsIncrease IT Service QualityIncrease IT Service QualityBusiness AlignmentDo More With LessDelivering IT Services that meet customer service Delivering IT Services that meet customer service level requirements at a justifiable cost level requirements at a justifiable cost © 2006 ITSM Academy, Inc.Are Service Desks only for larger organizations??Service Desks benefit Customers in any size organization?Basic premise of providing cost- effective support is the same?Issues such as resource management, staff dependency, documented solutions and procedures can be significant in small organizations© 2006 ITSM Academy, Inc.Making the Transition?Understand business needs ?Obtain management commitment, budget and resources ?Align with Service Support strategy ?Define clear objectives and deliverables ?Clarify roles and responsibilities?Plan a phased approach?Identify “quick wins”?Involve/consult your Customers and Users?Market the benefits to support staff ?Train IT staff to be service staff ?Educate Users about the new service?Advertise and 'sell' your service© 2006 ITSM Academy, Inc.Advertising the Service Desk?Create a Service Desk marketing plan?Publish successes?Show savings through improved service ?Highlight improvements and future actions?Invite Customers to visit the Service Desk?Create advertising materials/giveaways?Hold seminars ?Create Service Desk stationary?Get involved in company activities?Have a User Handbook© 2006 ITSM Academy, Inc.Components of a Successful Service DeskTECHNOLOGYPROCESSESPEOPLEPeople are by far the most important and expensive component© 2006 ITSM Academy, Inc. The People Component© 2006 ITSM Academy, Inc.Service Desk Staff ProfileCustomer FocusedProfessional Articulate MethodicalUnderstands IT & Business Objectives?Must be aware that:?Customers’ Incidents affect the business ?Without Customers there is no support department?Customers are experts in their own fieldCommitted to A First Class ServiceAccountable Responsible© 2006 ITSM Academy, Inc.Staffi。