ITIL Service Desk

Service Desk
Single point of contact for users in need of help. The aim is to reduce time spent on ways to resolve issues and help.

"All service desks: Incident Classification, Incident Prioritisation, Incident Escalation Search for Work Around, Update the customer and IT group on progress Perform communication activities for the other ITIL processes (e.g. Release notifications, change schedules, SLM reports) ,Perform daily CMDB verification Report to Management, Process Managers and customers (through SLM) on Service Desk performance "

Call Centre
Type of ITIL service desk that only dispatches calls and no other activities.

Unskilled Service Desk
Desk that despatches calls, tracks incidents and provides a feedback mechanism to users.

Skilled Service Desk
Desk at which a large number of incidents are solved at the point of contact with the users.

Expert Service Desk
Highest level of ITIL service desk that partly incorporates Incident Management and Problem Management. Solves most incidents.