The roles from selected FITS processes are described within this guide to show where the Service
Desk function could operate.
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Full details of how to operate Incident Management can be found in the Incident Management
operations guide. The administration roles considered suitable for operation by the service desk are
shown below.
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Single point of contact
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Likely
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Technician
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Unlikely
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The following are the service desk guides to completing the incident/request sheet and the call log
which can be found at Service Desk Forms.Service Desk guide to completing the incident/request sheet
Service Desk guide to completing the call log
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A summary of the process is detailed in the document The Problem Management process.
Full details of how to operate Problem Management can be found in the Problem Management
operations guide. The administration roles considered suitable for operation by the service desk are
shown below.
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Single point of contact
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Likely
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Technician
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Unlikely
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Single point of contact
- checks that the incident sheet has been correctly completed
- checks that the incident has been passed through to Problem Management by either the
Service Desk or the technician
- adds the necessary details to the call log
- updates the user with progress reports
- keeps track of the problem and issues appropriate reminders to the technician completes
the appropriate forms at call closure.
Technician
- spots trends of incidents to pass through the Problem Management process
- completes the incident diagnostics sheets
- updates the incident sheets
- passes information to the user and service desk on the progress of the problem
- utilises the knowledge base, known errors and diagnostics made available
- discovers the root causes of problems
- provides solutions to problems
- updates the knowledge base and known errors log.
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Full details of how to operate Configuration Management can be found in the Configuration
Management operations guide. The administration roles considered suitable for operation by the
service desk are shown below.
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CMDB Administrator
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Suitable
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Configuration Manager
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Unsuitable
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Implementer
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Unlikely
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CMDB Administrator
- Has full access to the Configuration Management Database (CMDB)
- Maintains the Configuration Management Database
- Processes final stage of Requests for Change and Incident/Requests
- Has administrative skills
- May be an administrator or a technician
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Full details of how to operate Financial Management can be found in the Financial Management
operations guide. The administration roles considered suitable for operation by the service desk are
shown below.
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Financial Manager
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Unsuitable
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Financial Administrator
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Suitable
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Financial Administrator
- Is responsible for notifying the Financial Manager of all ICT expenditure as it is incurred
- Will have some authority for purchasing ICT equipment
- May be responsible for allocating equipment
- May be one or many ICT staff
- May be technical or non-technical
- Must understand the importance of accounting for costs
- Should be able to use a spreadsheet
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Full details of how to operate Network Monitoring and Preventative Maintenance can be found in the
Availability and Capacity Management.
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Full details of how to operate Service Continuity Management can be found in the Service
Continuity operations guide. The administration roles considered suitable for operation by the
service desk are shown below.
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Service Continuity
Manager
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Unsuitable
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Service continuity
recovery team member
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Suitable and likely
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Service continuity recovery team
- Participates in the testing and invocation of the Service Continuity Recovery Plan
- Includes technical staff for technical procedures
- Includes users for testing and during actual invocation
- Includes departmental representatives for communication and co-ordination (in testing and in
invocation)
- Is led by the Service Continuity Manager
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Full details of how to operate Service Level Management can be found in the Service Level
Management operations guide. The administration roles considered suitable for operation by the
service desk are shown below.
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Service Manager
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Unsuitable but may take on
delegated administrative tasks
- report preparation
- documentation of Service
Catalogue.
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End User Representative
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Unlikely but may represent ICT as a
user
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- Is responsible for Service Level Management
- Is responsible for leading service and service level negotiations with end users
- Is responsible for publishing a Service Catalogue
- Is responsible for publishing Service Level Agreements
- Is responsible for all underpinning contracts with other departments or third parties
- Is responsible for producing Service Reports
- Is responsible for reviewing Service Reports, internally in ICT/technical support and with End
User Representatives
- Convenes and chairs Service Review Meetings
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- Represents a particular user group or department
- Is one of a number of End User Representatives ensuring full representation
- Is aware of all services used by the group or department they represent
- Has an understanding of the application and importance of the services used in their area
- Receives Service Reports
- Attends Service Review Meetings or User Groups
- Is a point of escalation for ICT issues concerning other members of their group or department
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Full details of how to operate Release Management can be found in the Release Management
operations guide. The administration roles considered suitable for operation by the service desk are
shown below.
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Release Manager
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Unsuitable
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Build developer
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Unlikely
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Acceptance tester
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Unlikely generally but likely for ICT
software
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Installer
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Possibility depending on how
technical the Service Desk is or how
good the instructions are!
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- Tests the functionality of new hardware and software
- Takes the user perspective on whether the product does what it was intended to do
- Liaises with the build developer to agree test criteria and perform tests
- Does not need to be technical
- Must be familiar with the requirements of the product being tested
- Is likely to be an end-user
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- Installs new equipment in response to user requests
- Must use the Install Build Checklist and the appropriate Build Procedure to execute all
installations
- Liaises with build developer for assistance if necessary
- Refers any issues with build procedures to build developer or release manager
- Will be a technical person
- Will probably be involved in day-to-day Incident Management
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Full details of how to operate Change Management can be found in the Change Management
operations guide. The administration roles considered suitable for operation by the service desk are
shown below.
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Originator
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Unlikely
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Initial Approver
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Unlikely
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Peer Reviewer
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Unlikely
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Implementer
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Unlikely
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Final Approver
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Unsuitable
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Change Manager
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Unsuitable but may take on delegated administrative
tasks
- preparation of CAB meeting agenda and
minutes
- collation of Requests for Change for approval.
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Change Manager
- Vets Requests for Change for clarity and completeness before issuing to Change Advisory
Board
- Issues the Agenda and Minutes for the Change Advisory Board
- Chairs the Change Advisory Board
- Is responsible for the minutes of the Change Advisory Board
- May delegate administrative tasks
- Is often the person responsible for ICT or ICT technical support
- Does not need to be technical
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