The overview describes the Service Desk process, while the implementation guide
provides step-by-step instructions on the planning and introduction of a service
desk. The operations guide shows the work of the single point of contact at the
service desk and the administrative support that this can contribute to the other
FITS processes. You will also find the roles, with responsibilities, and the toolkit in
separate areas for quick reference.
Check your understanding of the process by following:
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Step
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Task
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Define what needs to be done.
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- Get the school leaders to commit to the
process.
- Decide which method to use for logging calls.
- Decide how to record incidents and requests.
- Decide how to provide training and feedback.
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- Identify the users and staff of the service desk.
- Describe the concept of the single point of
contact.
- Decide on location, communication and
monitoring.
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- Implement the service desk.
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- Follow the implementation plan.
- Produce a letter to users and a service desk
charter.
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- Incident/request sheet
- Call log
- Instructions on the use of the service desk
forms
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- Post-implementation review
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- Workload monitoring
- Analysis, surveys and measurements
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What you should expect now that you have implemented a Service Desk
- You have a process for logging calls with a single point of contact.
- You have introduced a function within the school called a service desk.
- All users are familiar with the method for logging incidents.
- The technicians understand that they receive calls from the service desk and not
the users.
- All staff understand the approach for logging calls through the service desk and
now refrain from logging calls directly with the technician.
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What you should have achieved through the Service Desk
- A standard way of recording and logging incidents and requests
- A method of communication between the user and technician via the service
desk
- Historical information about calls to individual equipment
- Historical information about failure rates of equipment
- Reports and feedback on the calls logged and resolved
- Knowledge about the time taken to resolve incidents and requests
- Information about the amount of technician time required to resolve all requests
- A consistent approach to calls and their required actions
- Information about the number of calls currently outstanding and how long they
have been logged
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Benefits of having implemented a service desk
- One person or location available to all users
- A common call-logging process for users, the service desk and technicians
- Complete information about incidents and problems
- Recorded information about all calls made - incidents and requests
- Availability of information about the progress of a call and all actions taken so far
- Previous history about equipment such as installations and fixes
- Knowledge about how much technical support is required and the cost
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