Service Desk
- SPOC : single point of contact
- Service desk is not charged with finding the root cause of a service interruption; that responsibility lies with Problem Management.
- Responsibilities :
1. Receiving, recording, prioritizing and TRACKING service calls. 跟踪
2. Closing incidents and confirmation with Customer. 关闭
- Desk 类型:
1. Call Center
2. Help Desk
A help Desk’s primary purpose to manage, coordinate and resolve incidents, as quickly as possible and to ensure that no request is lost, forgotten or ignored.
3. Service Desk: 不只局限于接电话,解决incident, 和其他的itsm的流程都相关,譬如合同,SLM等等。
- Structure
1. Local Service Desk: On-site support
2. Centralized Service Desk:
3. Virtual Service Desk: