ICT Help Desk
An ICT Helpdesk provides the basic needs of registering problems and questions, the handling of them and the communication with the person who submits them. Often smaller companies have no full-grown service desk and don’t need it. The core business is to provide a single point of contact for every IT-related question or problem.
People can submit problems and questions in various ways. Simply by calling the helpdesk where the helpdesk employee can register the issue. Or by sending an email to the helpdesk mailbox, where the helpdesk application can transform it into a ticket. Or even through Self Service, where the person can log into a portal and fill in the ticket.
Notifications can be sent on defined events and custom templates can be used to provide the person with all information needed.
Service Level Agreements describes agreements with the organization, like which priorities are recognized and in which time a problem should be solved. Also agreements with third parties can be described in an SLA. Service Desk solutions can link SLA’s to problems, guard them and, if necessary, automatically escalate them. This prevents violation of SLA’s.
To serve as ICT Help Desk, Help Desk Software Europe provides Layton Service Desk
ITIL Service Desk
An ITIL Service Desk provides everything for handling ICT related issues, according the implemented ITIL processes. It can categorize Service Requests into Problems, Changes and Incidents, and process them according their specific work flow. An ITIL Service Desk contains all of the functions of a helpdesk, and more.
Problem Management aims to resolve the root causes of incidents and thus to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors. A 'problem' is an unknown underlying cause of one or more incidents, and a 'known error' is a problem that is successfully diagnosed and for which either a work-around or a permanent resolution has been identified.
Change Management aims to ensure that standardised methods and procedures are used for efficient handling of all changes. A change is an event that results in a new status of one or more configuration items approved by management, cost effective, enhances business process changes (fixes) - with a minimum risk to IT infrastructure.
Incident Management aims to restore normal service operation as quickly as possible and minimize the adverse effect on business operations, thus ensuring that the best possible levels of service-quality and -availability are maintained. 'Normal service operation' is defined here as service operation within Service Level Agreement (SLA) limits.
The Service Desk can use automatic Business Rules. Business Rules are guide lines that describe behaviour, actions, execution and procedures for all business activities. Business Rules concerning service delivery can be embedded in the Service Desk Management System. It’s important to choose for a flexible platform because both legislation and market environments constantly changes.
To serve as ITIL Service Desk, Help Desk Software Europe provides Layton Service Desk
