In the IT business one of the most important aspects of communication with the costumers and one of the most efficient ways for a business to retrieve information from its costumers is a Service Desk. The Service Desk is a „single point of contact for end users who need…
0s the ticketing systems somewhat evolved, but were still mainly used by the IT professionally and allowed end-users only limited input on the support work performed on their behalf. Today all Service Desk software is used to make the IT support costumer oriented. Jones C. from EDUCASE (2005) states online that Service Desks handle various tasks such as:
Some of Service Desk types include call centers, contact centers and help centers but a Service Desk should offer all of those services (and more) approached globally. Its main goals should be providing a single point of contact to the costumers and restoring normal operation service for the costumer. Hopefully the Service Desk the first place a costumer will go when dealing with an issue it makes sense that the support organization is a priority in business continuity planning.
It can be concluded that modern Desktop Service systems integrate incident/problem tracking, as well as change, configuration and service level management. One of the key differentiators between the Help Desk paradigm, and more recently introduced systems according to InteQ’s online resources (2000-2010) is „the ability for end-users to interact with the system, allowing expanded visibility into the ongoing operations and services being provided directly to them by their IT department “.
In the late 1980s the IT Infrastructure Library became a standard in the Service Management. It has been created from a project by the CCTA (Central Computer&Telephone Agency) and has become a set of best practices adopted by IT organizations worldwide (InteQ, 2000-2010). Version 1 that emerged in the UK contained 42 task/processes. Although the version was widely accepted it didnt quite capture the needs of networks being formed at that time. Version 2 was published in 2002 stating 10 core processes that were adopted and the version even became the basis for Microsoft Operating Framework. In 2005, ITIL became the foundation for the ISO-20000 ...
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The customers are likely to have positive service encounter with a company and its products if they are satisfied with it. In case the customers experience dissatisfaction, they are most likely to confront negative service encounter. The companies need to identify various gaps that hinder the customer satisfaction level.
The quality of service provided by a firm is fundamental for both the private and public sectors. In the recent years, there has been growing importance in customer service and quality has become a major area of attention for businesses as it impacts on performance, return on investment, cost of operation, customer loyalty and profits (Pang 2007).
How did service desks evolve? Rick Jolsin says that help desks are an older version of service desks and their main function was to reduce the impact of service disruptions on IT resources only. They were reactive in nature. But now their main function changed into reducing the impact of service disruptions on business and these are the current proactive service desks.
While performing service recovery, the issue must be addressed properly. If the breakdown or the failure that occurred was due to the mistake of the personnel, then the service recovery is psychological in nature; while, if it was due to the failure of structural infrastructure, then the customer should be given compensation so that his satisfaction is guaranteed.
Customer services have to be embedded in the vision of a business, with all strategies developed towards satisfying the needs of a customer at the lowest cost possible. Efficient and effective customer service leads to operational excellence. Customer Service and Operational Excellence 1.0 Introduction The vision of a business has to connect with the needs of customers, must have value, has to be clear regarding the future of the business and portray passion in the business.
As a part of the service it provides, it has a state of the art outpatient radiology imaging center and a highly skilled staff. This center meets the demanding requirements that are necessary to assist in the proper diagnosis of the medical conditions of the clients at THAMH.
One of these elements is intangibility and insubstantiality of the service. This implies that one cannot use their senses to touch, smell, see or hear the service. In addition to this, one cannot own or resell the service. A service cannot be transported or
When it comes to the action of human societies it is clearly visible that the human beings are ignorantly reacting to the nature. The main aspect is the way in which they pollute the natural resources with no second thoughts. However a small percentage of humans in the form of scientists, corporate bodies and social activists work towards protection of ecosystem services.
In some cases, this may act as a requirement for one to graduate in the college. The system has its success as well as a failure. In the United States, the number of schools requiring students to take part in this form of service has been on the
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