Service Desks in IT Service Support - Essay Example

Service Desks in IT Service Support Contents Introduction 2 2.Service Desk Implementation 4 2 Implementing Service Desk as an internal support tool 5 2.2.Service Desk as an integration engine 6 2.3.Other implementations of Service Desks 7 3.Service Desk and the Information Technology Infrastructure Library 8 4.Conclusion 9 LIST OF FIGURES 10 REFERENCES 11 1. Introduction In the IT business one of the most important aspects of communication with the costumers and one of the most efficient ways for a business to retrieve information from its costumers is a Service Desk. The Service Desk is a „single point of contact for end users who need anything from IT” (Jones C., 2005). The Service Desk, as it is used today, was developed from the 80s ticketing and help desk systems which were used to provide simple tracking of costumer issues. The IT infrastructure was centralized and there were no networks available. During the 90s the ticketing systems somewhat evolved, but were still mainly used by the IT professionally and allowed end-users only limited input on the support work performed on their behalf. Today all Service Desk software is used to make the IT support costumer oriented. Jones C. from EDUCASE (2005) states online that Service Desks handle various tasks such as: 1.) day-to-day customer issues 2.) end-user calls 3.) related service issues Some of Service Desk types include call centers, contact centers and help centers but a Service Desk should offer all of those services (and more) approached globally. Its main goals should be providing a single point of contact to the costumers and restoring normal operation service for the costumer. Hopefully the Service Desk the first place a costumer will go when dealing with an issue it makes sense that the support organization is a priority in business continuity planning. Hubbert E. and Gliedman C. (2009) agree that any business should insure that they have the structure, processes, and tools in place to ensure that: 1.) requisite staff can be located quickly 2.) notifications to support staff take place immediately 3.) support staffs are capable of providing support to end users 4.) knowledge bases are populated with appropriate content Because the Service Desk is the first in line for supporting IT Services it performs activities such as those IT Service Management Zone mentions online (2002): 1.) receiving all calls and e-mails on incidents 2.) incident recording 3.) incident classification 4.) incident prioritization 5.) incident escalation 6.) search for work around 7.) update the customer and IT group on progress 8.) perform communication activities for the other ITIL processes (e.g. release notifications, change schedules etc.) 9.) report to management, process managers and customers (through SLM) on Service Desk performance It can be concluded that modern Desktop Service systems integrate incident/problem tracking, as well as change, configuration and service level management. One of the key differentiators between the Help Desk paradigm, and more recently introduced systems according to InteQ’s online resources (2000-2010) is „the ability for end-users to interact with the system, allowing expanded visibility into the ongoing operations and services being provided directly to them by their IT department “. In the late 1980s the IT Infrastructure Library became a standard in the Service Management. It has been created from a project by the CCTA (Central Computer&Telephone Agency) and has become a set of best practices adopted by IT organizations worldwide (InteQ, 2000-2010). Version 1 that emerged in the UK contained 42 task/processes. Although the version was widely accepted it didnt quite capture the needs of networks being formed at that time. Version 2 was published in 2002 stating 10 core processes that were adopted and the version even became the basis for Microsoft Operating Framework. In 2005, ITIL became the foundation for the ISO-20000 standard. After the spread of personal computers usage during the 1980s client-server computing was developed and became a standard in 1990s. IT department were able to scale the application server environment and also reduced (but did not eliminate) the need to maintain client software at the desktop. Today Internet is the most important medium for delivery of information and has enabled companies to use Software as Service products instead of desk solutions what allows professionals to advantage from desk services and not have to host and install the infrastructure needed to run the application. 2. Service Desk Implementation As it has been mentioned, an Information Technology Infrastructure Library (ITIL) is a framework of best practices to manage IT operations and services. ITIL s main assignment is to combine business and Information Technology (Manage Engine, 2005). ITILs IT Service Support process let organizations efficiently manage software, hardware, and human resource services to ensure offering of high-quality service and uninterrupted business performance. Manage Engine (2005) further elaborates on the matter and defines five processes as essential: 1.) Incident Management 2.) Problem Management 3.) Configuration Management 4.) Change Management 5.) Release Management When handling costumers first all requests are classified as incidents and problems, and workaround is suggested to ensure that normal operations and services are not affected. Problems are traced to their root cause and a change is initiated to eliminate problems and related incidents. Its not mandatory for all enterprises and organizations to implement all the framework specifications. In order to implement a successful Service Desk it is very important to understand the business needs as well as costumer requirements. Investments in training support teams and service desk staff should also be made. All the service objectives should also be very clearly defined. The levels of service need to be made practical agreed upon and regularly reviewed. A simple cost/benefit analysis table made by author from information obtained online (IT Service Management Zone, 2002) is given below. Table 1: Simple Cost/Benefit analysis of implementing a Service Desk COST: BENEFITS: Personnel – to man Service Desk (set-up and ongoing) Costumer service is perceived as better, costumers are more satisfied Accommodation – Physical location (set-up and ongoing) Accessibility is increased through one point of contact Software – Tools (set-up and ongoing) Better-quality and quicker turnaround of customer requests Hardware – Infrastructure (set-up) Improved teamwork and communication Education – Training (set-up and ongoing) Better focus and approaching to service provision Procedures – external consultants etc. (set-up) Business impact is reduced and infrastructure is managed better Usage of IT support resources and productivity of business personnel improved More meaningful management information to support decisions 2.1. Implementing Service Desk as an internal support tool As a company that provides business software, SAP (which stands for "Systems, Applications, and Products in Data Processing") delivers products and services that help accelerate business innovation for their customers (SAP Global, 2010). One of their products is SAP Service Desk and it can be used to set up efficient internal support for SAP-related error messages. End users can create error messages and send them to a central support organization working in the SAP Solution Manager, another product of theirs. Here, the support employees can use advanced tools, process the error messages and deliver fast problem solutions. Using the Service Desk allows users or problem reporters, to create support messages directly from a transaction and the service desk is easily contacted in this way and the internal service desk can be made of several support units. In case that the buyer installs an internal solution database, the support staff member can enter reported error messages in it, to process the problem, and search for solutions or search for SAP notes in the SAP Service Marketplace. If the problem solution is not found, he or she can forward the support message to subsequent support units, or to SAP Support, and monitor the progress of processing in the Service Desk. This is how the requests are processed according to SAP Documentation available online (SAP Documentation, 2010): 1.) a support message is created 2.) the system automatically gets the system data for the support message. 3.) the support message arrives in the Service Desk. 1.) a member of the responsible support responds as the support employee for that message 2.) the support employee searches for a solution to the problem described by the customer 3.) if the solution is not found the SAP Service Marketplace for SAP notes is searched next. 4.) if the support employee does not find a solution on SAP Service Marketplace, he or she will create an internal memo in the customer message, with the measures taken to find a solution in the support message, and forward it to subsequent support units, if required 5.) If the next support unit cannot solve the problem either, the support employee adds Information for SAP, and forwards it with its attachments to SAP Support (SAP Support Portal) 6.) SAP Support processes the message and sends it back with a proposed solution/further question, and an updated status 7.) the proposed solution is tested and evaluated 8.) the solution is confirmed 9.) the solution is delivered to the reporter 10.) the reporter confirms that the solution works 11.) if an internal solution database is installed, the support employee formats the solution found, for it, to make it available to other support employees 2.2. Service Desk as an integration engine IT systems today are faced with problems of incompatible applications and solutions which then generate additional cost for integration, maintenance and education of employees. A way of cutting down cost is implementing a Web based Service Desk such as BMC Service Desk Express Integration Engine. Key benefits of a Web Service include „allowing programmatic access to information, becoming a repository of information, and most importantly extending and integrating applications” (BMC Software, 2005-2010). Web based services offer a way to communicate and trade information between disparate systems. They insure cost savings by offering interoperability. The work process consists of three steps – description, messaging and transport (Imaves, 2008). After discovering a web service the description gives a way to understand what interactions are supported by the service because clients that are using the web service need to know how to interact with it before they can begin to use it. The standard used to describe the web service is WSDL. After discovering and obtaining the documents which describe available interactions messages can be sent to the service and its functionality used. Messages between web service and the client are sent using SOAP. Such messages could include requests from clients instructing the web service to perform a task and responses from the service with the result. Even though SOAP is based on .xml it is not tied to any particular programming language or operating system. SOAP messages are sent over a network via HTTP because it is easily used but other protocols can be used as well such as SMPT etc. 2.3. Other implementations of Service Desks For every organization that is growing, and especially ones that want to make them selves visible in the global market, IT services become an important part of doing business. IT managers and employees have to assure that certain quality levels of service are offered to costumers, but also keep costs from getting to high. A well configured service desk is crucial for telecommunication companies. They deal with a wide audience from residential costumers, business costumers, content suppliers etc. Telecommunication service providers now not only manage the networks and maintain them, but also have to offer billing information to the costumers, security data and many other services. This means that requests have to be resolved faster, problems analyzed in the best possible way ensuring that the flow of information between departments is constant. The staff needs to be equipped with the tools that provide them with the speed and accuracy that is adequate. With more than “30 installations in telecommunication environment Naumen Service Desk is truly market-leading solution for automating service desk in telecommunication companies across Russia and former Soviet Union republics” (Naumen,2010). Naumen Service Desk equipped MTU-Intel Support Service (an Internet provider in Moscow) with the tools to control over the incident resolution deadlines. Incidents are handled automatically (vertically and horizontally) and the service ensures VIP costumers get served first. System is also capable of resolving mass incidents, uses various workflows for separate incidents. Users are given all the information about the progress of their incident solving all the time. Other possible implementation is in the banking business. Sometimes an effective IT management is not present in banks. There is an absence of standards for dealing with incidents, no cooperation between departments and no rules or procedures. Implementing a Service Desk lets the banks offer IT services that are cost-effective, meet the needs of the costumer and are delivered in a transparent way. Retail is another business branch where Service Desks are applied often. The competition is harsh in retail and the slightest failure in hardware or software can make the biggest difference. A retailer needs to be constantly available to the costumer so the need for quality integration of software and hardware is important. Service Desks ensure a speedy IT process, enhance managerial control while being responsible to the costumer and keeping all the activities unified. Manufacturers also benefit from implementing Service Desks. Common knowledge bases, questionnaires and interactive solution wizards (troubleshooters) can all be implemented and offered to the costumer. They enable storing information about typical incidents and make it available. Also, report generators can be added to insure accurate reports for the management to use. 3. Service Desk and the Information Technology Infrastructure Library The ITIL considers a Service Desk as a way to handle incidents and requests and also provide an interface for other ITSM processes. The features are supposed to include a single point of contact, but not necessarily be the first point of contact. The point of entry should also be single as well as the point of exit. This should make it easier for the costumers and provide data integrity. There should also be a streamlined communication channel present. The primary functions include managing every part service management and incident control of all service requests. The costumer should be informed on progress and given advice on alternative solutions. If the Service Desk is a call center the main task should emphasize on professionally handling many calls and telephone based transactions. A help desk should manage, coordinate and resolve incidents quickly and at primary support level. A Service Desk should not only handle incidents, problems and questions but also offer and interface for other needs of the costumer ranging from change requests, contacts regarding maintenance, software licensing, managing service-levels, managing availability, financial managing and IT services. There are three types that can be implemented – a local Service Desk, a central Service Desk, and a virtual Service Desk (WiseGeek, 2009). A local Service Desk is designed to satisfy local business needs and it is usable only until there are multiple locations that need support services. Central Service Desks can be used in organizations that have multiple locations. They reduce operational costs and improve availability of resources. Virtual Service Desks are used in organizations that have locations in different countries. They can be accessed from anywhere because. 4. Conclusion The changes and progress in IT business and spreading of Internet use globally have given small and medium businesses a way to use many IT resources previously available only to big budget corporations. It has also provided global giants with an efficient and cost-effective way to improve services and give more value for money. ITIL and Service Desks provide companies with sets of languages and practices that will allow them to make progress without needing to build and support great technical infrastructure. Companies can now truly benefit from implementing and using IT services and investing in them. LIST OF FIGURES Table 1: Simple Cost/Benefit analysis of implementing a Service Desk 4 REFERENCES 1.) EDUCAUSE - Jones, C., 2005, What is a Service Desk: FAQ #2 [Online], Available: http://www.educause.edu/blog/ckckjones/WhatisaServiceDeskFrequentlyAs/164021 [Accessed: November 7, 2010] 2.) Hubbert, E., Gliedman, C., 2009, The Help Desk Is On The Critical Path For Pandemic/Disaster Recovery, (For Infrastructure & Operations Professionals) [Online], Cambridge, MA: Forrester Research, Inc., Available: http://www.forrester.com/rb/Research/help_desk_is_on_critical_path_for/q/id/55441/t/2 [Accessed: November 7, 2010] 3.) ITIL, IT Service Managment Zone, 2002, ITIL Service Desk/Help Desk - Activities [Online], Available: http://www.itil.org.uk/sm-activities.htm [Acessed: November 7, 2010] 4.) InteQ, On Demand Help Desk Whitepaper, 2002-2010, Saas Service Desk Whitepaper [Online], Available at: http://www.inteqnet.com/on-demand-help-desk-whitepaper.html [Accessed: November 8, 2010] 5.) Manage Engine, 2005, Whitepaper - ITIL-based IT Help Desk [Online], Available at: http://www.manageengine.com/products/service-desk/ITIL-help-desk-smb-whitepaper.html [Accessed: November 8, 2010] 6.) SAP Global, 2010, SAP – Business Management Software Solutions Applications and Services [Online], Available at: http://www.sap.com/index.epx [Accessed: November 8, 2010] 7.) BMC Software, 2005-2010, BMC Service Desk Express Suite [Online], Available at: http://www.bmc.com/products/product-listing/24031552-123799-1356.html [Accessed: November 8, 2010] 8.) Imaves, 2008, Introduction to BMC Service Desk Express Web Services [Online], Available at: http://www.imaves.hr/Download/SDE/Introduction%20to%20BMC%20Service%20Desk%20Express%20Web%20Services.pdf [Accessed: November 8, 2010] 9.) Naumen Corporation, 2010, Naumen Service Desk [Online], Available at: www.naumen.com/go/nausd/datasheet/data_eng_3b.pdf [Accessed: November 9, 2010] 10.) WiseGeek, 2009, What is an ITIL Service Desk[Online], Available at: http://www.wisegeek.com/what-is-an-itil-service-desk.htm [Accessed: November 9, 2010] Read More