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ITIL :: View topic - Name for first / second Line Support Group
Joined: Mar 12, 2005 Posts: 255 Location: Melbourne, Australia
Posted: Sun Jun 19, 2005 4:21 pm Post subject:
The Service Desk and Desktop Suppport are two different roles.
If you want to move desktop support to the front of the organisation that's well and good - but the desktop is usually just one of the technology profiles supported by the Service Desk's role in Incident Management.
You could just as easily have a Service Desk and Network Support group.
Now if most of your incidents are desktop related, and skilling the Service Desk in desktop support means a significant improvement in the number of incidents resolved on first contact, then fine. But you would be better to stick to just calling it the Service Desk.
I don't see any requirement to change the name as a result of moving certain skills sets forward in the (functional) escalation sequence.
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