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ITIL :: View topic - Service Desk Intranet information
Posted: Tue Dec 30, 2008 3:30 am Post subject: Service Desk Intranet information
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
Joined: Dec 22, 2008 Posts: 36 Location: Wakefield, West Yorkshire, UK
Posted: Tue Dec 30, 2008 8:32 pm Post subject: Re: Service Desk Intranet information
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
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.
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