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ITIL :: View topic - Setting up a Service Desk
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Setting up a Service Desk

 
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vampirephenom
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Joined: Jul 23, 2008
Posts: 15

PostPosted: Tue Mar 29, 2011 3:35 am    Post subject: Setting up a Service Desk Reply with quote

From the Transition point of view what is to be looked into or what aspects are to be looked at in having a Service Desk setup?
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Tue Mar 29, 2011 4:39 am    Post subject: Reply with quote

Is this one of those esoteric v3 sort of questions?

Irrespective, without understanding "transition point of view", I have to confess I don't know the answer.
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vampirephenom
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Joined: Jul 23, 2008
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PostPosted: Tue Mar 29, 2011 1:12 pm    Post subject: Reply with quote

Hi,

Or, what aspects are to be taken into consideration when setting up a Service Desk?
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BorisBear
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Joined: Mar 10, 2008
Posts: 403
Location: Sunderland

PostPosted: Tue Mar 29, 2011 6:06 pm    Post subject: Reply with quote

vampirephenom wrote:
Hi,

Or, what aspects are to be taken into consideration when setting up a Service Desk?


What services are you going to deliver/support?

Do you have a desk?

Do you have SLAs?

Do you have KPIs? How will you measure them?

Do you have an Erlang calculator and some project call volumes?

Do you have staff with the right skills/qualities? What are the right skills qualities?

Do you have management support?

Do you have a plan?

Do you have a communication plan?

Do you have the right tools?



That would be a good start.....come back when you have done those.
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3292
Location: London, UK

PostPosted: Tue Mar 29, 2011 9:58 pm    Post subject: Reply with quote

In addition

Do you have processes in place even in draft form



Is this a frigging exam study question ?
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JasmyneW
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Joined: Jun 01, 2011
Posts: 1

PostPosted: Thu Jun 02, 2011 6:50 am    Post subject: Not exam question Reply with quote

I'm in a new job that is an organization just standing up an IT service desk. We are all new to the service desk, including the management structure above us. Most of us are IT geeks of some kind (former sysadmins, dbas, programmers, etc). Much of what we seem to be doing is like the blind leading the blind

The documentation we have available is a CONOP, not necessarily well done, and a list of various regulations, some of which have been superceded by others. It was only through some research that I was able to even learn about ITIL and this forum. I would like to see a forum dedicated to standing up a service desk for the newest of the newbies! Smile

Thanks.

-Jasmyne
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3292
Location: London, UK

PostPosted: Thu Jun 02, 2011 11:42 pm    Post subject: Reply with quote

The best bet is hire some one who knows this

Advice is always free

Consulting costs money

This site can give you advice however, what you need is consluting services

I still think Diarmid has some free time available. I am sure he can help / sort you out in 3 - 6 months for a fee of course
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