Setting up a Service Desk

An open discussion on issues related directly or primarily to the service or help desk.
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vampirephenom
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Mon Mar 28, 2011 1:35 pm

From the Transition point of view what is to be looked into or what aspects are to be looked at in having a Service Desk setup?


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Diarmid
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Mon Mar 28, 2011 2:39 pm

Is this one of those esoteric v3 sort of questions?

Irrespective, without understanding "transition point of view", I have to confess I don't know the answer.
"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."
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vampirephenom
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Mon Mar 28, 2011 11:12 pm

Hi,

Or, what aspects are to be taken into consideration when setting up a Service Desk?
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BorisBear
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Tue Mar 29, 2011 4:06 am

vampirephenom wrote:Hi,

Or, what aspects are to be taken into consideration when setting up a Service Desk?
What services are you going to deliver/support?

Do you have a desk?

Do you have SLAs?

Do you have KPIs? How will you measure them?

Do you have an Erlang calculator and some project call volumes?

Do you have staff with the right skills/qualities? What are the right skills qualities?

Do you have management support?

Do you have a plan?

Do you have a communication plan?

Do you have the right tools?



That would be a good start.....come back when you have done those.
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UKVIKING
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Tue Mar 29, 2011 7:58 am

In addition

Do you have processes in place even in draft form



Is this a frigging exam study question ?
John Hardesty
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JasmyneW
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Wed Jun 01, 2011 4:50 pm

I'm in a new job that is an organization just standing up an IT service desk. We are all new to the service desk, including the management structure above us. Most of us are IT geeks of some kind (former sysadmins, dbas, programmers, etc). Much of what we seem to be doing is like the blind leading the blind

The documentation we have available is a CONOP, not necessarily well done, and a list of various regulations, some of which have been superceded by others. It was only through some research that I was able to even learn about ITIL and this forum. I would like to see a forum dedicated to standing up a service desk for the newest of the newbies! :)

Thanks.

-Jasmyne
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UKVIKING
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Thu Jun 02, 2011 9:42 am

The best bet is hire some one who knows this

Advice is always free

Consulting costs money

This site can give you advice however, what you need is consluting services

I still think Diarmid has some free time available. I am sure he can help / sort you out in 3 - 6 months for a fee of course
John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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