From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

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Service desk

Service desk - ITIL Tutorial

From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

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Service desk

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- [Instructor] Do you have a Service Desk? Is it a single point of contact for users for incidents, service requests, and so on? Is it a communication bridge or a focal point for inbound and outbound communication? For example, if your change manager wants to publish a chain schedule, does she send it directly or does she publish it through the Service Desk? Do you have a level of self-service automation on the Service Desk that you need? For the Service Desk, let's apply the third way, lowering barriers and increasing enablers. Your ITIL Foundation course lists the objectives for the Service Desk shown here. For each of these objectives, identify barriers to achieving them. Mark which ones you could minimize or eliminate with a minus sign or a down arrow. List enablers for each as well and mark which ones you could add or amplify with a plus sign or an up arrow. Now, subset out the highest value actions that are within your circle of influence to put in effect, however small. Then…

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