Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: IQGR
New Today: 47
New Yesterday: 99
Overall: 143722

People Online:
Visitors: 72
Members: 0
Total: 72

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - Service Desk Intranet information
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Service Desk Intranet information

 
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk
View previous topic :: View next topic  
Author Message
roger1980
Newbie
Newbie


Joined: Dec 29, 2008
Posts: 1

PostPosted: Tue Dec 30, 2008 3:30 am    Post subject: Service Desk Intranet information Reply with quote

Hi, we are currently designing an intranet page specfically for end users to view regarding the service desk. What types of information would be useful to put on the service desk portal?

Couple of ideals we've come up with

Latest News
Service Issues
Planned Changes
Frequently Asked Questions
Service Desk Details

Thanks guys Smile Question
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3307
Location: London, UK

PostPosted: Tue Dec 30, 2008 6:25 am    Post subject: Reply with quote

this is something you should ask your users

as what I want on a service desk home page will not match what you want or even desire

what i will say I would want on a intranet home page

brief faq on contacting the sd
questions / answers the sd staff will ask when initiating call

workflow path and its meaning
time lines (no sla speak please)

photos/names/ of the sd staff - ... butthead of the week, top sd staff

statistics on number of stupid calls
what dept / individual / etc

species breakdown of staff
weasels, wombats, squirrels, chipmunks, primates, etc

and joke of the day... and it does not link to the user

but that is just me
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
paulfixter
Itiler


Joined: Dec 22, 2008
Posts: 36
Location: Wakefield, West Yorkshire, UK

PostPosted: Tue Dec 30, 2008 8:32 pm    Post subject: Re: Service Desk Intranet information Reply with quote

roger1980 wrote:
Hi, we are currently designing an intranet page specfically for end users to view regarding the service desk. What types of information would be useful to put on the service desk portal?

Couple of ideals we've come up with

Latest News
Service Issues
Planned Changes
Frequently Asked Questions
Service Desk Details

Thanks guys Smile Question


We have a traffic light system for our 10 "core systems", ie the systems that are critical to the organisation.
Green light means the system is up, amber light means it is up but there is an issue, red light means major issue/system is down.

There is also a spanner icon next to the system name that the user can click on to take them to any news items, eg planned downtime (FSC, Forward Schedule of Change!).

We also have links to the IT Training intranet site, FAQs (Knowledge Base), IT Dept homepage, Tip Of The Week.

You don't need to include stats unless you're really good I suppose. If your stats are poor, think about whether you really want to publish them.

You could also include some of your processes in flow chart format, something that is easy for the user to follow, ie a chat showing how work comes in and out of the Service Desk and how it is dealt with, the route it follows etc.

Your Service Desk SLAs would be useful to publish.

I would avoid "joke of the day" or "quote of the day", as this is unprofessional. We've all had great quotes on the Service Desk, eg:
"I've reset your password to 12345678"
"Is that in upper or lower case?"

........but these should be kept in house for your own amusement.

Good luck,
Cheers,
Paul
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.