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Service Desk
According to ITIL, Service Desk is defined as “the single point of contact between the service provider and the users (employees)".

The service desk is used to manage incidents that is disruption in service availability or quality and service requests (routine user issues, needs or even queries) so that IT services are delivered efficiently.

Service desk adds following features to an organization.

  • Reduce downtime and boosts productivity by restoring service quickly.
  • Keep users informed about ticket status, service outages, and planned maintenance.
  • Enhance transparency that builds trust between IT and users.
  • Reduce call volume and response time.

A typical ITSM scenario may handle following types of issues.

  • Asking for new hardware like a laptop.
  • Report for mal functioning of printer.
  • Request to resetting of password.
  • Failure of data transfers within network.

Key Performance Indicators (KPIs)
KPIs are used to measure and monitor the performance that depicts valuable insights about health of a process during its life cycle, Following KPIs are part of software to evaluate and categories the execution of each request.
  • Response time
  • Resolve time
  • First contact resolution rate
  • Level of happiness of requester
  • Repeat problems
  • Comparison of jobs logged with jobs closed.
  • Performance evaluation of involved agents

Roles of system
    Requester
    Raises request or report an issue, also can record reminder or feedback about in progress issue. This application supports not only to employees but application may be to configured to manage customers as well as business partners.

    Admin
    Receive requests/issues and assign to some sub ordinate in staff hierarchy. Admin can also perform the actions like assign to one of agent in staff hierarchy, can transfer to other admin it issue is not related with his domain, can hold for specific time if resources are engaged somewhere, if reported issue have stucked then it can be forced return and assigned to someone else.

    Issues Handling Staff (Agents)
    Every hierarchy may have numerous types of skilled workers that handles the reported issue and return to parent node.

Workflow of service desk
  • Workflow is a series of activities that are designed to handle reported issues, including all stakeholders in chain manner.

  • Service desk workflow goes through hierarchy of staff assigned to manage and look after the received requests, that starts from admin as top most node of hierarchy and then agents as subordinates.

  • This application is capable to manage different workflows for different service providers like a workflow may be for IT related issues while another may be configured for repair and maintenance or for HR department.

Apps life cycle
  • Service desk life cycle starts by launching a requirement or an issue from user.
  • Request is received by admin of relevant department and assigned to some agent in staff hierarchy.
  • Issue may be in different stages like in progress, delay or may be waiting for availability of some resource, all these status can also be recorded by agent that are visible to admin so admin becomes aware at every stage and may also record adivise to agents.
  • After completion of task it is returned to concerned admin and then to requester.

Features
  • Cloud based solution that is available 24/7.
  • Tickets are uniquely prefixed based on type of request that is related with service provider identity like IT related tickets are prefixed with IT and repair and maintenance related tickets may be prefixed as RM.
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  • Easily configurable within minutes to support any workflow for any department and is capable to run effectively for small, medium and at enterprise level.
  • Customers or employees can give suggestion, feed backs or even surveys can also be managed.
  • All stages of any request like received, assigned, pending, closed, merged and ready to deliver or delivered can be depicted at a glance.
  • Issues with same nature could be merged as needed.
  • List of received issues is updated after every short period of time so it depicits current status every time.
  • A comprehensive multileveled user based service catalogue can be managed that may be different for customers and for employees.
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