Service desk is a customer service function that provides an interface to service support capabilities. It provides a single point of contact for customer inquiries, requests and problems related to a service. The following are examples of common service desk scenarios.
InquiriesA new employee inquires how to register for the company's sales force automation platform.
Administrative RequestsA trader calls service desk when they forget their password for a stock trading system.An employee calls service desk after they receive a suspicious telephone call asking for the employee's user id.The service desk team of a telecom company calls a major customer to inform them that an infrastructure change will bring their service down for 90 seconds on a Sunday night. Two weeks notice is provided.
An employee calls to report they can't connect to the firm's content management system. Service desk opens a ticket and contacts an administrator who restarts the service.
Problem ManagementA content management system has been unstable for several weeks with multiple teams opening up incident tickets. The service desk team follows up on the incidents by opening a problem ticket. The quality assurance team investigates the problem, determines a root cause and schedules a fix. The service desk team notifies everyone who opened a ticket when there is a fix scheduled.
|Area||Service SupportService Management|
|Definition||A customer service interface to service support capabilities such as inquiries, administrative functions, security, change management, incident management and problem management.|
|Value||Provides a streamlined interface to potentially complex processes such as problem management. A user need only interface with one customer service representative to report an incident or perform an administrative task. Improves stakeholder perceptions of IT value.|
|Related Concepts||Incident ManagementProblem ManagementRoot CauseSelf ServiceInternal Customer|
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