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ITIL :: View topic - Service Desk Incorrect Usage?
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Service Desk Incorrect Usage?

 
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ITSMCurious
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PostPosted: Thu Feb 10, 2011 10:14 pm    Post subject: Service Desk Incorrect Usage? Reply with quote

Is using service desk for purposes other than IT systems correct? Though ITSM is defined for managing IT services, the service desk in particular is used for other purposes like conference room booking, projector booking, leave request etc.

Is it really a correct usage? These cannot be really mapped to a IT service in service catalogue.

Most of the companies, particularly small and medium based segments, use it more of a web based ticketing tool.

If it is not supposed to be used, how do we educate them?
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Diarmid
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PostPosted: Thu Feb 10, 2011 10:37 pm    Post subject: Reply with quote

I don't see why not. This is a management issue, not an ITIL one. It may make the processes more complex, but if you remain clear about responsibility and authority, and lines of communication, and of resource management, etc., then it can be done.

ITSM requires certain functionality. A dedicated service desk is a clear way to deliver some of that functionality, but it is not the only way.
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ITSMCurious
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PostPosted: Mon Feb 14, 2011 11:17 pm    Post subject: Reply with quote

While there is nothing in wrong in using them, but as a service desk function implemented as per ITIL books, it should have only apply to the underlying IT Services of the business services. Correct?

As a service desk tool, it might be used for other non-IT purposes as well. But as a service desk function and as a service desk manager, he should not be responsible for these stuff. Also, we are building internal service desk tool, which will have a complete philanthropy of ITIL related stuff for easy understanding like adding a service, including service in service catalogue, adding categories/sub-categories to a service, defining SLAs to a service etc. So, it becomes a must to conceive something as a service in the tool and cannot add non-IT stuff or define a service for that.

Also, I don't see a change in the behaviour of IT stuff to use it as a service desk, understand the service etc, but just implement the same old helpdesk attitude into the new service desk tool and use it.

Just wanted to confirm if my understanding is correct. ITIL from book definitions is supposed to be used for IT services that support the business, but in practical scenarios it is used for other purposes as well as a tool.
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UKVIKING
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PostPosted: Tue Feb 15, 2011 12:46 am    Post subject: Reply with quote

ITSM Curious

The ITIL Books are not restrictive or prestrictive. They tell you what you should do

A Service desk for IT is a service desk. If the company wants it to have other responsibilities. That is up to the company and the management

I call it feature creep

The drawback is that if they SD is concentrating on non IT oriented work, then there is a chance that they will miss IT related issues

But if that is acceptable to the company then it is accpetbale to the company
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thechosenone69
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PostPosted: Wed Feb 23, 2011 9:24 pm    Post subject: Reply with quote

ITSM Curious,

is this saving the business some money? if yes then I don't see what's the problem with that. They are fully utilizing the tool to cut down costs(Capcity Managment). As UK said, ITIL should be tailored its a best practice not a standard so dont take everything you read in the books and apply it word by word.

Each company has different maturity levels and what business care about is numbers. its their money if they believe this is appropriate and the IT management is not saying anything about it then let it be. At least they are utilizing the tool not the people, I know companies that make people wear different hats like problem/incident/service desk/change manager. This is not best practice and not recommended but thats what the business can afford ath the time being.

I hope this is clear enough
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Ali Makahleh
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“If you can't describe what you are doing as a process, you don't know what you're doing." W. Edwards Deming.
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drgroove
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PostPosted: Fri Apr 15, 2011 11:40 am    Post subject: Reply with quote

A Service Desk is basically just a ticketing system.

Typically in ITIL tickets are used to track Incidents, Problems, Changes and Requests. We'll begin to see aggregate Changes targeted for a scheduled production deployment treated as Release tickets in the near future.

However, the function of generating a ticket for purposes of tracking has uses outside of ITIL as well. For example, a Request could also be used to track a request for a standard IT Asset, such as a new laptop.

Most enterprise Service Desk products also include other ticket types, such as Issue, Assistance, Facilities, etc. There's no reason not to allow the functionality of a Service Desk to be leveraged for creating and tracking the lifecycle of other common IT processes outside of ITIL.
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DrGroove
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Diarmid
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PostPosted: Fri Apr 15, 2011 7:46 pm    Post subject: Reply with quote

A Service Desk is far more than a ticketing system - refer to ITIL books.
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"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
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BorisBear
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PostPosted: Fri Apr 15, 2011 9:09 pm    Post subject: Reply with quote

There is a famous old British Printing Company who are currently looking to introduce ITIL processes and techniques to their manufacturing/production environment. No reason why ITIL can't lend itself to non-IT environments in a number of cases.
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drgroove
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PostPosted: Sat Apr 16, 2011 9:28 am    Post subject: Reply with quote

Diarmid wrote:
A Service Desk is far more than a ticketing system - refer to ITIL books.


Aware.
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DrGroove
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