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ITIL :: View topic - Why Service Desk is a function and not a process
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Why Service Desk is a function and not a process

 
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Laksh
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Joined: Apr 29, 2007
Posts: 13

PostPosted: Tue Feb 26, 2008 5:17 pm    Post subject: Why Service Desk is a function and not a process Reply with quote

Can anyone let me know why is Service Desk called a function and not a process?

If a Service Desk is a function then Change Manager is also a function, why doesn't ITIL define the Change Manager as a function also?

Thanks and regards,
Lakshmi
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Mark-OLoughlin
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Joined: Oct 12, 2007
Posts: 306
Location: Ireland

PostPosted: Tue Feb 26, 2008 7:47 pm    Post subject: Reply with quote

Hi,

Service Desk is a function. In order to carry out some of its duties it needs to have an Incident process in place, which has been expanded in V3 to include processes for event manageemnt and request fulfillment.

In Service Desk you generally have to have dedicated resources which do more than just follow a process.

In Change Manageemnt you generally have IT resources using the CM process to carry out a part of their role.
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Mark O'Loughlin
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asrilrm
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Joined: Oct 07, 2007
Posts: 441
Location: Jakarta, INA

PostPosted: Tue Feb 26, 2008 11:23 pm    Post subject: Reply with quote

Laksh,
Service Desk is a function because it doesn't have any specific process to build. It just follows the directions given by other processes.
You can say the SD as having an extensive function of a dispatcher.

The others are called processes because they have their respective procedures to build.
As to your question, the Change Manager could be a function but the Change Management is a process.
Elaborated more, the Service Desk is a unit, the Change Manager is an individual, so the term role is more applicable (you can have an individual to carry out responsibilities but certainly not a unit)

I hope this helps
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Laksh
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Joined: Apr 29, 2007
Posts: 13

PostPosted: Wed Feb 27, 2008 12:00 am    Post subject: Reply with quote

Thank you for your posts. Smile I think my query is answered.
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