The main purpose of Incident management – the fastest possible elimination of problems in the IT infrastructure – accidents, problems with equipment, etc. To implement the process in the organization, a special department is created that contacts with employees and coordinates the elimination of problems with the IT department. This department may be called the Customer Service Center or the Customer Help Center.
Service Desk processes in IT
The processes in the Service Desk regulate all the difficulties that arise in the work of the IT department.
Incident Management is a process that is responsible for quickly resolving incidents — faults, damages, critical errors requiring response. Service Desk records the statistics of incidents and the time of their elimination.
Problem Management – the goal of this process is to reduce the number of incidents coming to the Service Desk. For this, their causes are identified and eliminated.
Change Management is a process that regulates only meaningful changes and coordination of their implementation among all users of business services.
Release Management is a process that sets a condition not to disrupt the company’s work while making any changes. The release management process monitors and installs updated versions of software and hardware through the Service Desk.
Service Level Management is a process that determines the number and composition of employees involved, as well as the quality of services in the Service Desk. With his help, the quality level is monitored and operations are carried out to reduce the likelihood that poor quality service can be provided.
Financial Management is a process that describes the disposal of finances to support the activities of other processes.
Availability Management – tasks related to the availability of services of the IT department; isolated processes are distinguished so that they can be monitored and conclusions drawn. The level of availability is determined by constancy, maintainability and reliability.
Capacity Management is the task of managing IT assets.
Continuity Management – IT service continuity control. The main areas of focus are the development, maintenance, implementation, and verification of actions to ensure the continuity of business services.
Information Security Management – a guarantee of continuous security of the service and information reliability.
Why do I need to implement Help Desk and Service Desk in the company?
Implementing the Service Desk and Help Desk is beneficial for everyone – business owners, company managers, IT departments and end users. Such services eliminate the problems associated with the slow response of IT services to requests. The quality of services of organizations that have several offices and divisions in different regions also increases. Accordingly, the security of IT infrastructure of companies improves, costs decrease and it becomes possible to predict them.