The Service Desk

VA Associates brings together People, Process and Technology in alignment with clients' business needs and goals to assist in the design of their Service Management Strategy, with Information Technology Infrastructure Library (ITIL) practices at the core of continual process improvement.

The Service Desk is a single point of contact for end-users who need help. Without this single point of contact an Agency or business would face major losses in time spent on looking for ways to fix issues and get help to those in need.

The Service Desk performs the first line support for the IT Services and performs the following activities:Receive all calls and e-mails on incidents, Incident recording, Incident Classification, Incident Prioritization, Incident Escalation, Search for Work Around, Update the customer and IT group on progress, Perform daily CMDB verification, Report to Management, Process Managers and customers (through SLM) on Service Desk performance.

ITIL segregates the functions of the Support Desk into a number of distinct areas: Incident Management, Request Fulfillment Process, Problem Management, and Release Management.
Request Fulfillment: Request Fulfillment enables users to request, receive, source, and deliver standard services. It also provides information to both users and customers about services and procedures for obtaining them.

Requests may include anything from password resets to help with printer access. Whether large or small, all requests should be logged and tracked for later reporting.

Release Management: Release and Deployment Management manages and implements the deployment of changes into the IT environment in a controlled manner. Its primary focus is protecting the production environment and its services by using formal procedures and checks.

The Release Management, Change Management, and Service Asset and Configuration Management processes work together to ensure all processes are in sync and fully knowledgeable of scheduled changes.

Incident Management: ITIL defines an incident as “an event which is not part of the standard operation of a service, which causes or may cause an interruption to, or a reduction in, the quality of the service.” Incident Management’s goal is to get the users back up and running as quickly as possible with minimal disruption. Event management detection or user complaints to the Service Desk are usually the first indication of an incident.

ITIL categorizes incidents based on urgency and impact. SLAs often have guidelines for the speed of this categorization. Incident Management will either resolve the incident or escalate it to the next functional level, where specialist resources, such as application specialists or network engineers, resolve the incident.

Problem Management: As defined by ITIL, a problem is the cause of one or more incidents with an unknown cause. Whereas Incident Management’s focus is to resolve the incident as quickly as possible, Problem Management’s focus is to understand the underlying root cause and prevent or reduce the impact of another incident or problem. Problem Management will maintain information about known problems and associated workarounds (referred to as Known Errors) in the Known Error Database. Problem Management categorizes problems in much the same way as Incident Management. A problem may require a change, and, therefore, Problem Management interfaces with Change Management.