Tell me more about the service desk
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- In any business they'll always be a variety of needs that the end users in the organization have when it comes to experiencing the products and services that are delivered to them. A key attribute of any successful service provider therefore, is how they're going to provide what we call, service desk practice. And really, the service desk practice is going to be, very much to the end user eyes, almost like the trusted front door. By which they come to you the services org, and through that trusted front door, you'll very much capture their demand for things like incidents and requests, but also build an awful lot of trust back with the end user community in terms of your ability to be a relevant and successful services org on their behalf. How you contact the service desk though could have a variety of mechanisms. Have you got any examples around that that you can think of, Paul?


- Well yeh, it's a very good point that Martin's made, because traditionally, we always think about the service desk, or some people refer to them as like, a call center, where you would telephone a group of people and a group of people would then provide you with that help. The practice of the service desk has been expanded and we're now talking about channels of communication. So it may be that you actually don't phone a call center, you might have a chat bot, you might create some sort of instant messaging with, well actually, with who? You might perceive it to be a person but it might not be a person at all, it might be just a system of service behind the scenes using artificial intelligence. Think about the chat bots, think about Ask Andrew, or whatever the title might be, you don't necessarily know you're talking to a person. You may be, or you may not be. But the who point of that service desk is exactly as Martin said, it's the front door into the organization. It's your contact point, it's where, as the user of the service, you go for any requests, for any change requests, for any service requests, for any issues, for any incidents, or maybe just for some advice and guidance.


- Exactly, and hopefully the end outcome to the end user community is, once they experience the service desk, through whichever channels that they come in by, they actually experience professional service that very much understands their needs and the overall wider business context. In many respects therefore, we're building a lot of good trust and successful relationships with the actual end service users.

About the Author

Martin is a professionally qualified and experienced IT Professional with over 25 years of experience in the IT industry. He has held a number of senior roles and has experience of large-scale IT Service Management implementation programs both in public and private sectors. He has over 15 years of experience working for QA as both a Senior principal lecturer/consultant and as Head of Service Management Product Development. Martin has delivered training to a wide variety of audiences, both UK and internationally, to consistently high levels of customer satisfaction.

His main role at QA is acting as a Head of Service Management Product Development to enable QA to deliver high quality, interactive training in the following areas:

  • Delivering a wide range of public ITIL, SIAM, and BRM courses
  • Delivering onsite ITIL and SIAM courses
  • Developing high-quality QA authored Service Management courses and courseware across all delivery mechanisms including classroom, e-learning, and virtual
  • Working with Industry partners to develop new curricula and courses – Recent examples include ITIL Practitioner and the BCS EXIN SIAM Foundation qualifications