Is the Service Desk a Service?

An open discussion on issues related directly or primarily to the service or help desk.
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Jambo99
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Tue Feb 08, 2011 1:10 pm

my company is currently implemeting Service Ownership and we are debating if the Service Desk should be treated as a service or a function that delivers services e.g. Incident management?


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UKVIKING
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Wed Feb 09, 2011 3:43 am

Jambo

I gather from your question that no one in your company has ever taking sat a class in ITIL let alone Foundation.

Beyond that I am not going to comment on your post
John Hardesty
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Diarmid
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Wed Feb 09, 2011 4:09 am

The answer is very clearly yes and no. It depends on the context in which you are using the term.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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Jambo99
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Wed Feb 09, 2011 4:45 am

[quote="UKVIKING"]Jambo

I gather from your reply that you have never heard of good manners or the phrase " If you cannot say anything helpfull say nothing"

again correct me if I am wrong but there are no stupid questions only idiots who take pleasure in pointing them out.
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UKVIKING
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Wed Feb 09, 2011 8:21 am

Jambo

I have heard of good manners. I have also heard of stupid questions and I have seen some - this one included. My response was actually appropriate for the question given.

I just dont use them here. I have been told by other Long time posters, they get confused when I am all nice and warm and fuzzy.

Besides, I prefer to be sarcastic tart etc and of course tactless



If you or some one in your company has read any ITIL documentation - ie V2 or even v3

The following usually stands out

V2 -- there are 10 processes - grouped in Service Delivery and Service Support and 1 function - the function being the Service Desk

A Service is usually defined as something that is delivered to be used by the customer. E-Mail is a service, Printing is a service, an application is a service

The Service desk is NOT really delivered to the customer per se. Unles you park a SD technican next to every individual in the company

The SD is the functional body that deals with Incident Management

Of course, as Diarmid stated, it also depends on how you define the word service and function. So if you use the ITIL oriented definitions, the SD is a function.
John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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Jambo99
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Wed Feb 09, 2011 8:34 am

[quote="UKVIKING"]Jambo

Thank you for the response, now that i know you are tactless by nature then I can understand and accept :lol:

To be fair, perhaps I posed the question in a stupid manner, what I was trying to ask was, we have assigned a number of Service Owners for example Desktop, Application Hosting and Telecommunications and the discussion was around should we appoint one for the Service Desk and the debate is around the fact that it is a function in ITIL (see we did know) and wanted to canvas opion.
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UKVIKING
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Wed Feb 09, 2011 9:56 am

Jambo

Being fair, sarcastic tactless and all that

If you had asked the question as you have posted instead of the stupid version - you got to admit it is a stupidly phrased question.

It is like asking at a foot ball game - the guys in the black & white striped shirts are called referees arent they ?

You will get some many looks

The Service owner of the Service desk should be the SD Manager / Incident Manager - who may nto be the same person. The immediate owner would be the SD Manager
John Hardesty
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DaveInSeoul
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Sat Feb 26, 2011 6:58 am

Part of me doesn't like John's sarcastic post, and part of me say's that John is right. Your company does need a whole lot more training in IT service management (not to mention the ITIL training needs).

That being said - traditionally, most Service Desks that I have worked with are really help desks thinly disguised as Service Desks. The ITIL-ise of the Service Desk is that it is a function that handles many of the ITIL processes such as Incident, Problem, Change, Configuration, Event, Access Management, and so on and so on. This is the ideal, and when you can move the Service Desk in that direction, it really helps the entire organization run much more smoothly.

However, it has been my experience, that most senior IT managers (except the few who are really enlightened - and I haven't meet too many) do NOT want to pay the types of salaries needed to retain qualified Service Desk personnel. So what ends up happening is you get service desk people who do not do a whole lot beyond answering the phones.

If you don't keep salaries up with proper skill sets needed to perform Tier 1 and Tier 2 troubleshooting, then your service desk folks end up being people who can answer the phone, follow scripts, and escalate problems to technical shops as soon as they can. It works, but it isn't very efficient, and this type of model always ends up with poor customer perception of your service desk.
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Diarmid
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Sun Feb 27, 2011 5:12 am

Dave,

while the service desk has links to most ITIL processes, it really cannot be said to "handle" them. It's essential role is as a conduit for communication between users and IT service support. Providing it with first line resolution capabilities is obvious and it is not unusual for the Service Desk Manager to also be the Incident Manager. This is because it serves a vital role in incident resolution. The part it plays in other ITIL processes is much less core to them and probably more variable in practice.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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Diarmid
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Sun Mar 27, 2011 7:37 am

I must have been asleep when I posted here.

If Jambo99 is still around, may I ask him/her:
a) are you from Edinburgh?
b) is maroon (maroane, in Edinburgh) your favourite colour?
c) have you heard of Roald Jensen or Tommy Walker OBE?

Or does Jambo have some other connotation?
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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