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ITIL :: View topic - build new Service Desk
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build new Service Desk

 
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bbaabbad
Newbie
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Joined: Sep 23, 2013
Posts: 4

PostPosted: Tue Sep 24, 2013 3:33 am    Post subject: build new Service Desk Reply with quote

hi every body.

i new in ITIL world , and i need your support to know how i can build new Service Desk in my new hired job.
what is the best practice and is there guide "recommended book,fourm,blogspot or your sugestions"

current support team working manually so we can consider that i will start from scartch .

it is big challange form me , i want to build it in profissional way .
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bbaabbad
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Joined: Sep 23, 2013
Posts: 4

PostPosted: Tue Sep 24, 2013 8:38 pm    Post subject: Reply with quote

i have plan to create Singal point of contact "unique phone No., e-mail and web"
enforce my team to follow up and monitor the queue .



looking for yours suggestions
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3256
Location: London, UK

PostPosted: Fri Sep 27, 2013 4:03 pm    Post subject: Reply with quote

I am basically at a loss for words

You were hired to build a Service Desk... and not a piece of furniture.

You have no idea what ITIL Is
You have no idea what IT SM is

And you want the community to help ?

What sort of company management hired someone who has no clue about their job
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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bbaabbad
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Joined: Sep 23, 2013
Posts: 4

PostPosted: Tue Oct 08, 2013 8:40 pm    Post subject: Reply with quote

your negative reply not helping in my situation .
i belive that this fourm objectives not include personal opinion about persons or companies.
so please keep such opinions for your self since it is not helping any one here.

as i mention that i am new in ITIL world and i need support know how i can build new Service Desk in my new hired job.
what is the best practice and is there guide "recommended book,fourm,blogspot or your suggestions"

current support team working manually so we can consider that i will start from scratch .

it is big challenge form me , i want to build it in professional way .
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3256
Location: London, UK

PostPosted: Tue Oct 08, 2013 9:14 pm    Post subject: Reply with quote

bbaabbad

It was not negative - it is the simple truth. You have been tasked to build a Service Desk - a function in an IT Operations environment. The SD is the key to having a proper IT Service Management environment that works and can manage the customer's IT services in an effective and efficient manner

You - as stated - have no knowledge of ITIL, IT SM and have been tasked to create a Service Desk.

You are doomed to fail because - even experienced people in IT SM - like myself, like others - make mistakes when they create the SD Function in an IT SM world. EMPHASIS: If we can make mistakes in doing so and we are experienced at it, how spectacular will your implementation fail ?

My question to you is

Why did your management assign this to you ?
Did they want it to succeed or fail ?
Do you have any IT staff who are experienced in a SD, IT SM or at least Foundation certified who can support you in the implementation of the Service Desk.

The obvious answer is quite simple

1 - Learn what ITIL is by the following
a - study and take the foundation exam to get a basic understanding
b - study and take the appropriate intermediate course / exam for the Service Desk, Incident Management, Request Fulfillment

Then you will have a better understanding of what is needed and should be done for an Service Desk.

The 5 ITIL books are the guide. These books explain ITIL - better or best practice. However, the implementation is different depending on the environment you are implementing in.

As for this forum / site... this is an advice and discussion forum for ITIL. This is not a programme or project support site that provides consulting for free.

The site provides advice.

My advice - and more than likely a lot others - is hand back this project to the management person who gave it to you. Have that person train you in ITIL first, then do the project
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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bbaabbad
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Joined: Sep 23, 2013
Posts: 4

PostPosted: Wed Oct 09, 2013 7:22 am    Post subject: Reply with quote

thanks a lot UK VIKING for your reply .
let me clarify that i have more than 8 years experience in SD and desk Side Support , my last position is Desk Side Support team leader"Incident management and data analyst SD" , so that i am hired for this job.
and also i want to clarify that i did ITIL V3 foundation .
already discussed with my new company about intermediate courses .
i am agree with you that i need to read more about IT Service management .
it is my first time to be in planing phase , so that i am little bit confuse what is my first step .or what is the best practice to build Service Desk.
shall i start hiring SD agents and build the SD or i start with on site technicians and assign incident to them manually till i make some stability in network and devices.
and shall i start phone calls then after some while i will start with e-mail then web site to show some continues improvment in service ....

any how what i did these days is studing the enviroment and setting with management to understand thier requirement and level of services they expect from SD.

what i know about ITIIL , it is the collection of experiences and the best practices done in IT enviroments ,and it is not standards steps,
also it is depend on your enviroment requirements .
please correct me if i am wrong.

again thank you John "UKVIKING"for your reply.
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3256
Location: London, UK

PostPosted: Wed Oct 09, 2013 7:30 pm    Post subject: Reply with quote

Thanks

You gave more information and sufficient information to actually give advice on what to do

You have been in a SD. as a support and probably a team lead

You have to tackle this from multiple points

Tools
Process
Staff

From the tool side, what is the tool being used at the moment. Is it tier-able - ie - a central control group who can hand out tickets or what...
This will help you with the immediate issue of process and people

Process- YELLING of course - Write a draft policy document as to what the SD is suppose to do. Get Snr Mgmt sing off. Use the tool data to help guide the policy doc. Once the Snr Mgmt has finished their chorus.. draft the process and procedure

Staff - pretty much you need to determine what skill set you need
No knowledge - call and flog - you would need to write scripts for them to follow
Some knowledge - they should be able to understand the details etc
High knowledge - if the SD is a specialist SD / then the junior IT Specialist should rotate in / out.

Notes about Policy / process / procedure

A policy document should be very generic and should basically state the obvious
the process is the detail and the procedure the how

Comment about posts - None of the people on the forum are mind reader nor do we assume anything.

Your first post sounded like you were a complete clueless person given an impossible task and that you knew nothing about IT, ITIL etc and the SD Desk. My answer to you was in response to the lack of information in your post.

I write like I think. I can see why you thought I was negative. However, I as I said was pointing out bleeding obvious.

I am direct - tactless and without the niceties of flowery language.
I also have been doing IT since 1983/4

You need to look at the advice I have given and come up with your own plan.
against which you will need to apply the environment you are in.

There is NO book answer for what you are doing - beyond the IT SM processes (ITIL and all that).. The only answer is experience and knowledge

If you have 8 years in SD work - whether you were a new person or a team lead, use that experience to help formulate your plan.

Also, involve the teams that you are going to be assigning tickets too
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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