- [Instructor] No matter how much a service desk…evolves and changes,…there are three key foundational components…that comprise a service desk.…The people, the process, and the technology.…These are sometimes referred to as PPT.…These components must balance and work together…for a service desk to run successfully.…They also help to answer the how question.…How do I create and manage an effective service desk?…Let's start by looking at the people component.…
Sounds easy, right?…You need people, that's a given.…But what's difficult,…is determining your organizational infrastructure.…The people component, helps us to define…how IT and the business will interact.…The elements of people include: staff size,…how many do I need?…Optimization of staff: having the right people,…at the right place, at the right time.…Structure of the organization:…this includes tiers or levels.…
Functional roles: what will people be doing?…What are they responsible for?…And culture: how does my staff influence and impact culture?…Planning for communication, staffing, training,…
- What is a service desk?
- Understanding the different service desk models
- Staffing the service desk
- Training staff
- Mentoring and coaching
- Defining processes
- Reviewing technology, including telephony and management systems
- Measuring quality
- Building relationships
Skill Level Intermediate
1. What Is a Service Desk?
2. Service Desk: The People
3. Service Desk: The Processes
4. Service Desk: The Technology
5. Service Desk Quality
6. Building Relationships
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