The institution implements a service desk to provide a single, central point of contact for all users, enabling them to request standard services, and to provide information about services and procedures for obtaining them.
Guideline code
ICT_01900
Mechanism
Mechanism
- The ICT unit, with the assistance of the project managers and specialized units, should establish a service desk as a single, central point of contact for all users.
- Functions for fulfilling requests should be implemented, enabling users to request and receive standard services, and to assist with general information, complaints and comments.
- The service desk should carry out the following tasks:
- Managing users’ requests for information or advice, a standard change or access to an ICT service;
- Logging, managing, categorizing and prioritizing incidents and requests;
- Managing the life cycle of incidents and requests, escalating them as appropriate and closing them when the user is satisfied;
- Keeping users informed of the status of services, incidents and requests;
- Providing an interface for all other service operation processes and activities.
- All requests should be logged and tracked. The process should include appropriate approval before fulfilling the request.
- Possible approaches to implementing a service desk include having a:
- Local service desk, physically close to the users;
- Centralized, institutional service desk;
- Virtual service desk, with staff in different locations but appearing to be a single team.
Parent
Structure
Structure
- The management should commission the ICT unit to establish systematic and standardized practices to implement a service desk, including mechanisms for fulfilling requests.
- A specialized organizational structure, reporting to the ICT management, should be established to implement and manage a service desk and mechanisms for fulfilling requests. To establish accountability, the roles and responsibilities of the units within that structure have to be well defined and documented.
- The implemented service-desk practices and mechanisms for fulfilling requests should follow the institution’s ICT governance framework and ICT management processes, and be based on international standards and practices (e.g. ITIL v3–Service Operation and ISO/IEC 20000).
Title HTML
Guideline 14. Service desk and request fulfilment
Type
Guideline_1
Weight
22