Join Mark Thomas for an in-depth discussion in this video Service Desk organizational structure, part of Cert Prep: ITIL Foundations.
- There are a couple of types of service desk structures that you may want to consider, and each of these structures is largely dependent on the organization, on your organization, the objectives, the geographic dispersion, the technology available to your organization for this type of structure. So, let's talk about the first one, it's called a Local Service Desk. The easiest to understand really, the Local Service Desk is essentially co-located or physically close to the user population that it supports. So, one building, one service desk, everybody's here, kind of in the same location.
Pretty easy concept to get, but you could, if you have multiple locations across the globe, you'll have separate local service desks, right, who may be isolated from other service desks. So therefore, one of the other forms that you might want to look at is called the Central Service Desk. So, what the Central Service Desk is, creates a hierarchy so to speak, where you may support local offices, and you may support other local service desks, but you have a Central Service Desk, that is the, kind of the main traffic management area of this, so that you can leverage resources across different services desks.
And maybe even, you know, have centralized, excuse me, specific technological people with certain skills at those local locations to maybe help you out, okay? So, you've got a Local Service Desk, you have a Central Service Desk, and then the next piece you might have is what's called a Virtual Service Desk. This is for those organizations that are prepared to fully leverage technology, especially over, say the cloud, okay? So what you can now do is you have, or leveraging corporate tools and corporate technologies to now link multiple Central Service Desks, and Local Service Desks using a common set of tools and information from the corporate level.
So, you have these service management databases, so as I take a look at that something comes to mind. SKMS, CMS, known error database, all of the pieces within our SKMS that we may want to have access to that will help us out to manage those different service desks. So, you see Virtual, essentially, is a grouping of Local and Central to create, to using technologies to create the Virtual Service Desks, okay? A lot of what you might see also on the Virtual Service Desks, is there's a lot of opportunity here for At Home Service Desk, or Offshoring type of Service Desks that you might see here.
The idea is it's transparent to your users, right? They still get the same level of customer service and satisfaction, but you may have a lot of other tools and capabilities when you're using the technology for the Local Service Desk, okay? Next one we have is what's called Follow The Sun. I have not personally worked on the Follow The Sun, I've talked to a lot of folks who have. You see, you have a lot of good and bads about it, okay? And it all depends on how you manage this stuff. So, the global, essentially the idea is that you have two or more geographically dispersed service desks, so as the globe turns, one's hot and one's cold, okay? Or if you have multiple, they're, you know they're coming hot at certain times.
The idea is we got 24 hours, 24 by 7 support, and you're always having somebody that you can call. Some of the challenges you see on that, and I've talked to other folks who've said, you have to be very cognizant, and you have to plan around maybe cultural differences that might, that you might have between a couple of those service desks, right? They're different work styles that each one of them might have, but overall, very great, provides 24 hour coverage, really really good option for you. And then finally you may have a Specialized Service Desk.
So, where you can route calls directly to to a technical expert for specific technical, highly technical types of things, okay? So, one case, we had a Specialized Service Desk, I worked at an organization that was a research and development firm, that had very, it had highly classified types of things that took place in the organization. So there was a Specialized Service Desk specifically designed around the classified types of things. So a call came in, boom, it went right to the classified service desk, so that might be an example to help give you speedier resolution and now, you know, you can help your staff gain the right skills, and be able to be more efficient across the resolution on those, okay? So, those are the types of service desks we have, we have a Local Service Desk, we have a Central Service Desk, we have a Virtual Service Desk, we have Follow The Sun, and we a Specialized Service Desk.
ITIL® is a registered trade mark of AXELOS Limited. This ITIL Foundations course is offered by Interface Technical Training, ATO of EXIN.
Skill Level Advanced
Qualification scheme3m 51s
1. Service Life Cycle
2. Service Management as a Practice
3. Key Principles, Models, and Concepts
4. Life-Cycle Phases
5. Life-Cycle Processes: Part One
6. Life-Cycle Processes: Part Two
7. Service-Management Functions
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