service desk
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the help desk and call centre.
sevice desk is a consolidate , comprehensive ,
single interface between user and IT , service desk
is a concept that has not been rolled out in many
organizations.
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A fully supported service desk gonna handle
activities relative to a number of basic ITIL
process. primary at the top it kind of extention of
traditional helpdesk in the sense of provide
management, the service desk is going to record 
log and monitor incidents as well as co-ordinate
with 3rd party that involved in the incident handling.
service desk also may play a key role of
installation of software or the installation of
hardware, and therefore be responsible for
providing an interface for change management or
release management. a service desk may also do
a valification the details of configuration
management. it can take on standard request ,
standard installation request, relocation request,
the type of things will going to change
management. the service centre can provide
information to users about support products and
services they have access to. if the service desk
is not authorized to meet the request, it can tell the
users  and notify service level managment or
escalate to higher level at any point when
necessary.
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Major goals for sevices desk
1, central point of contact between the users and
IT services of your organization.
2. services desk provide the interface for all the
other activities like changes, problems, releases,
services levels, and IT services continulity
management.basicly for every need for the end
users or a customer has in IT that is accetable
response either ultimate or personal from their
service desk.
3.main purpose the service desk is to enhance
user's access to the IT services. to make the
activities services access for the customer and
the users as painless as possible.
the service desk should be the first line liasar, the
first tier interface.
another function is to provide faster respond time,
faster turn around for request, for trouble ticekt
while in the process recording in these incidents ,
tracking these incidents as well as users
complaints.
4.Another goal is to improve the communications
between the end users and the IT services. to
enhance team work by informing customers and
end users about the status , the progress, the
assessment as well as change and change
management.this can be improving
communication and passing along information on
short term as well as long term status progress
and assessment. the service desk  may also be
used to escalate procedure base on service level
agreement we have with our customers , our
partners and our vendors. so the service desk can
be part of the escalation process.it s a first line
liasn that basically reports and initial  reqeust of an
incident and escalate to the proper department or
business unit.service desk also can be used for
manage requests , ticekts as well as change
management life cycles as well. we also want to
use service desk to help us  coordinate with 3rd
party solution providers and vendors as well.
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centralize services desk model
local services desk model or distribute model
virtual services desk model