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

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

15. Local Service Desk

16. Centralized Service Desk

17. Virtual Service Desk

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

30. +02 01001688565
yahia.alanwar@egybyte.net www.egybyte.net
https://www.facebook.com/EGYBYTE
?
THANK YOU
QUESTIONS