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ITIL :: View topic - Local Service Desk Manager (Help Please)
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Local Service Desk Manager (Help Please)

 
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Hossamos
Newbie
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Joined: Nov 29, 2006
Posts: 2

PostPosted: Thu Nov 30, 2006 8:50 am    Post subject: Local Service Desk Manager (Help Please) Reply with quote

I am a new manager responsible for a new service desk in my small city, I have a team now of 4 members only and I 10 small companies now are outsourcing their IT services to my team. How can I start in this new position and what should I do as first steps and how should I price my services. Question
Hope u reply me soon plz. Thanks Very Happy
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Ziad
Senior Itiler


Joined: Sep 27, 2006
Posts: 91

PostPosted: Tue Dec 05, 2006 5:43 am    Post subject: Reply with quote

Hello,
It seems that there are a lot of loose ends in your question.

0- Educate yourself and your team on the services that your organization provides (found in the service catalog)

1- For the operation of the Service Desk, regardless of the number of agents, you need to start by defining the operations processes. As time goes by and while you are executing daily tasks, document them in terms of procedures (I am assuming you do not have enough time to dedicate for writing the procedure before starting operations), and modify them on the spot upon the identification of any missing or wrong steps.

2- Define the reporting content. (customers' reports come first, then internal reports)

3- Automate as many of the standard activities as you can.

4- It's not up to you to price for the services, that's a very extensive activity.

I am quite sure there are many other things to do, but I think the above are good for a start and they will consume months.

Regards,
Z!
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Ziad
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Joined: Sep 27, 2006
Posts: 91

PostPosted: Tue Dec 05, 2006 4:52 pm    Post subject: Reply with quote

Hello Again,
I still believe that the charging method should be handed to finance. Anyway, if you have the Service Support book from OGC, take a look at page 30 where an idea about charging for service desk services is given.

regards,
Z!
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Hossamos
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Joined: Nov 29, 2006
Posts: 2

PostPosted: Wed Dec 13, 2006 6:51 am    Post subject: Reply with quote

Thanks Mr. Ziad ( abu el zoooz )
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