HELP DESK MODEL – ITIL

On this occasion I would like to talk about a slightly more specific subject and it is to seek to make a proposal of a system of service management model. Using Archimate and its framework I intend to carry out this proposal on my part.

SERVICE CENTERS

Staff or Manager of help desk service must have knowledge of software, hardware, telecommunications and MAINLY BUSINESS, everything related to the area, as well as the policies of the Organization, as well as also having suitable communication capabilities, such as listen to and understand information and ideas exposed orally, to specific problems, to thus achieve coherent answers.

Most importantly, let the user to either internal or external satisfied with the efforts of the analyst, more than if the analyst or not a solution.

Its use is extended with the popularization of the ITIL standard for the management of IT.

The help desk is based on a set of technical, human and technological resources that support different levels of computer users or business of a company, such as:

  • Support to users “micro-systems”, “backend”‘, “frontend” among others
  • Telephone support centralized online (online)
  • Serviced immediately and individualized by technicians and specialized business
  • Supported on a computer system and last generation communications

A help desk could divide it into three 3 different types, help desk being a somewhat generic concept; Here I want it divided thus:

The customer service desk, or simply customer service, is offering a company to interact with their customers. It is a set of interrelated activities that presents your customer get the product at the time and place and ensure the correct use of the same. It is more a marketing tool that can be very effective in an organization if it is used properly, this should follow certain policies, procedures, rules and institutional culture

Customer Service is the management that everyone who works in a company thus performs macro or micro and has the opportunity to be in contact with clients and search in them your total satisfaction. It is “a concept of work” and “a way of doing things” that are responsible for the entire organization, in the form of attending to customers (which buy us and allow us to be viable) as in how to address the customers internally, different areas of our own company.

A call center is an area where agents, consultants, coordinators or executives, specially trained, make calls (outbound calls) and/or receive calls (or inbound calls) from or to: (external or internal) clients, business partners, associated companies or others.

A Contact center is a centralized office used for the purpose of receiving and transmitting a large number of calls and orders over the phone, which may be made by additional channels to the phone, such as fax, e-mail, instant messaging, web applications, text messages (SMS) and multimedia messages (MMS), among others.

There are also “call centers” are operated by a company a provider of services of this type which is responsible for managing and providing support and assistance to the consumer according to the products, services or information requested in an outsourced certain tasks of business how to implement sales and debts of companies among others.

Technical Service is a fundamental ability in the management of IT services. Its objective is to provide a  Single Point Of Contact, to meet the needs of communication between IT  and its customers, in such a way that both meet their goals. Many organizations have implemented a centralized service desk to manage incidents, doubts, queries, requests, etc. of users and customers (user in this concept refers to the end of a user service, while client is the entity that is paying for the service).

The service desk manages therefore incidences (events that cause or may cause a loss in the quality of service) and routine requests for new services, as well as being the interface to users of other management activities of services of information technology such as configuration management, management of change, management of continuity of service IT., among others , etc.

In addition it must be proactively informed users of all relevant events with the service that could affect them. It differs from a Call Center or Help Desk that has a scope greater and more focused on the client, since it is responsible for facilitating the integration of business in I.T. infrastructure processes, and this is an important difference in creating a services model.

The objectives for this technical service desk are mainly:

  • Provide a single point of contact for clients.
  • To facilitate the restoration of the normal levels of operation (the agreed service level agreement) after changes in the service.
  • Deliver high quality support to achieve the goals of the business.
  • Support of changes, generate reports, communicate them and promote them.

The latter is precisely that I want to propose a model and give a brief explanation.


MODEL OF TECHNICAL SERVICE CENTER – IT

Then present this scheme or as in enterprise architecture language, this meta-model of a help desk of services:

A service desk, matter, what requires a physical place from where to deploy the service; a layer of operations business, a layer of service management and technological infrastructure.

Thanks to the technological infrastructure, it is possible to deploy software platform which in turn allows you to deploy a management application services that effectively performs the service agreed with customers.

The layer of service tells me what type of operations should define for desk and this in turn defines how can I manage the help desk. This layer of service management will manage the technological, physical and logical platform help desk software for management of services in this case IT.

Fundamental Components

The key components for the delivery of service in this case are:

  • Financial administration
  • Demand management
  • Business relationships
  • Catalogue of services
  • Lifecycle Service
  • Service level agreements
  • Business continuity
  • Capacity management
  • The information security management

Example

If you are structuring a help desk support in IT., where it will provide a service to manage the configuration of the systems of a company, resolution of cases and associated problems and changes in computer systems, the following elements should be defined  at least:

  • Catalogue of services
  • Service level agreements
  • The information security management

The meta-model would already be could be

This is only for display purposes. Note the fact that three elements of I.T. technical service delivery, says that we already have in each of the layers must have the following elements:

Operations Layer: must have service, processes of problems, incidents, assets management processes access management and compliance requirements.

Business management layer: must have management reports / performance of service, configuration management, data protection, management of communications infrastructure / systems and procurement services. You could be understood in this just as administration of staff, management of computer equipment suppliers, communications, among others.

Physical layer: Refers to the physical locations where service is displayed as the workstations, public services, physical address and other elements to ensure the operation of the service of this help desk.

Software Layer: the application that the receiver user of the service used to record their case. Keep in mind here that the application can have a large number of components, as the engine’s own processes, backend and front end, interfaces among many others.

Platform layer: here we have web services, middle layer, databases, and operating systems which support and allow the functioning application of I.T. service management.

Infrastructure layer: here’s the part of physical infrastructure that allows platform software to operate properly. Items such as storage, communications, servers and equipment of computer could belong to this layer.


BUSINESS VIEW – HELP DESK IT.

Here I will show how using the business point of view as interact some elements already shown and include some actors and roles that give meaning to the service that is delivering the technical support using the same example above:

In summary: The business user generates problem events or service requests according to the components of the service delivered to the customer. These events shoot the process of meeting requirements or incidents/problems, leaving records in the service Management application. This application makes the entire technical support function, deliver the service to the technical support customer agreed between the parties.

Here we have an interaction at the level of business support through a service desk very similar to which I had the opportunity to support its creation. It is true that there are layers of infrastructure and platform, but from the point of view of realization of service is more than enough figure that was the aim of this article.

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