Service Desk between ITIL, ISO IEC 20000 and SDI
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The webinar covers: • What is the Service Desk role? • What does ITIL say about it? • What does ISO/IEC 20000 say about it? • What does Service Desk Institute (SDI) say about it? • How can IT Dept. make use of Service Desk? Presenter: The webinar was presented by Mr. Yahia Al Anwar. He is a senior IT Services Management and Project Management consultant of EGYBYTE with more than 20 years of international experience in ITSM, Systems management, security and infrastructure. Link of the recorded session published on YouTube: https://www.youtube.com/watch?v=VLWDKkJVxzw
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Service Desk between ITIL, ISO IEC 20000 and SDI
- 2. Yahia Mohammad Al Anwar ITSM Consultant Mr. Yahia is senior IT Services Management and Project Management consultant of EGYBYTE, with more than 20 years of international experience in ITSM, Systems Management, Security and Infrastructure. +02 01001688565 yahia.alanwar@egybyte.net www.egybyte.net https://www.facebook.com/EGYBYTE
- 3. Service Desk among standards DEPLOYMENT EXPERIENCE
- 4. The presenter: Yahia Mohammad Al Anwar ITSM/PM Senior Consultant EGYBYTE Tel:+201001688565 www.EGYBYTE.net https://www.linkedin.com/in/yahiaalanwar
- 5. Contents What is the Service Desk role? What does ITIL say about it? What does ISO/IEC 20000 say about it? What does Service Desk Institute (SDI) say about it? How can IT Dept. make use of Service Desk?
- 6. WHAT IS THE SERVICE DESK ROLE?
- 7. How to do a “BAD” service? Customers needs services from IT Service Provider as long as their pattern of business activities run User 1 User N User 3 User 2 Support Group M Support Group 3 Support Group 2 Support Group 1
- 8. How to provide “Good” Service? It is easy… Create a “SPOC” User 1 User 2 User 3 User N Support Group M Support Group 3 Support Group 2 Support Group 1 Service Desk (SPOC)
- 9. Service Desk vs. Help Desk Help Desk naming was used to facilitate the communication between end users and IT staff by logging, tracking and hopefully solving issues arising on a day-to-day basis in a reactive manner. Service Desk has a larger scale and specialization. Service Desk will own incident and request fulfillment processes in a more formalized fashion, acts both reactively and proactively also allow you to plan, structure and provide the delivery a wide variety of IT services. It allows for a more strategic approach to IT Service Management and acts as a single point of contact (SPOC) for all IT activities.
- 10. WHAT DOES ITIL SAY ABOUT SERVICE DESK?
- 11. ITIL the most respected framework ITIL is the most respected framework for best standards in the field of IT Service Management (ITSM) divides this framework into 5 stages: 1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
- 12. Service Operation Stage In the stage of Operation ITIL describes 5 processes that form the actual day-to-day operation of any IT Service delivered by a service provider these processes are: 1. Incident Management Process 2. Request Fulfillment Process 3. Access Management Process 4. Problem Management Process 5. Event Management process
- 13. Service Operation Stage (cont.) As well as 4 functions: 1. Service Desk Function 2. Technical Management Function 3. Application Management Function 4. Operation Management Function The Service Desk function owns 2 processes: 1. Incident Management process 2. Request Fulfillment process
- 14. Service Desk Structure ITIL defines 3 structures for Service Desk: 1. Local SD 2. Centralized SD 3. Virtual SD Follow the Sun SD
- 18. Follow the sun Service Desk
- 19. WHAT DOES ISO/IEC 20000 SAY ABOUT SERVICE DESK?
- 20. ISO/IEC 20000 a brand for quality IT service providers want to achieve a certificate of quality to reflect their competencies in service deliver this enables them to: Improve quality Improve governance Improve customer satisfaction Increase customer base and value creation Help marketize their services
- 21. Where is Service Desk mentioned? Service Desk is not mentioned as a separate requirement, yet it is mentioned in 3 clauses as an aid to get the requirements. These clauses are: Clause 6 Clause 7 Clause 8
- 22. WHAT DOES SDI SAY ABOUT SERVICE DESK?
- 23. What is SDI institute? SDI is the leading professional body for everyone working in the IT service and support industry. The Institute has been connecting IT service professionals across the globe since 1988. SDI sets the internationally recognised best practice standards for service desks and service desk professionals. It is these standards which form the basis for the SDI professional qualifications programme and the service desk certification programme.
- 24. What is mentioned in SDI about Service Desk? SDI refers to the Service Desk discipline in a comprehensive way as it discusses all what is related to it including the people working in SD, required competencies, the customers types along with how to deal with each type of them, the technology requirements for the service desk, useful metrics used to measure the performance of the service desk and the manager’s pack of knowledge and competencies that should manage a service desk environment.
- 25. HOW CAN IT DEPARTMENTS MAKE USE OF SERVICE DESK?
- 26. Make use of Service Desk Service Desk will: Create a SPOC to customers thus improve customer satisfaction Collect management data Collect demand fluctuation Collect user needs and discover new services Assign ownership to Service Desk for specific processes Start implementing ITSM
- 27. Use standards and frameworks Follow the guidelines in : ITIL SDI ISO/IEC 20000 ISO/IEC 27001 When implementing Service Desk
- 28. Any Questions?
- 29. The presenter: Yahia Mohammad Al Anwar ITSM/PM Senior Consultant EGYBYTE Tel:+201001688565 www.EGYBYTE.net https://www.linkedin.com/in/yahiaalanwar