Introduction and Overview

• Managing, organising and optimising the Service Desk, Incident and Problem Management processes
• Service Desk
• Incident Management
• Problem Management

Planning the Key Service Desk, Incident and Problem Management Activities

Service Desk

• Determining the objectives and scope
• Defining the roles and responsibilities
• Mapping the Service Desk activities

Incident Management

• Managing the Incident Lifecycle
• Planning the monitoring and reporting of process effectiveness

Problem Management

• Employing Proactive Problem Management
• Planning for Problem Control and Error Control

Exchanging Information

• Establishing information exchange between the Service Desk, Incident and Problem Management processes
• Integrating with other Service Management processes

Monitoring and Reporting

• Identifying key issues impacting effective operation
• Establishing metrics and management information
• Developing and monitoring critical success factors and key performance indicators

Maintaining the Procedures

• Mapping Service Desk, Incident and Problem Management procedures to daily work activities
• Defining criteria for impact, urgency and priority
• Functional and hierarchical escalations
• Resourcing for Incidents, Problems and Known Errors

Administering Problem Management

• Utilising Problem analysis methods
• Identifying the root cause
• Problem Control
• Error Control
• Prioritising Problems based on the business impact

Establishing the Service Desk

Service Desk structures

• Local
• Central
• Virtual
• Evaluating global "follow the sun" support
• Choosing the most effective Service Desk model

Service Desk functions

• Designating responsibilities and staffing levels
• Implementing Service Desk-specific technologies
• Empowering the Service Desk to meet customer needs

Incident Management Relationships

Service Desk with Incident Management

• Involving support groups
• Ownership, monitoring and tracking of Incidents
• Communicating Incident status with users

Managing the Incident process

• Handling Incidents and Service Requests
• Ensuring resolution, recovery and closure of Incidents

Incident Management with Problem Management

• Matching Incidents to Problems and Known Errors
• Workarounds and resolutions of Incidents
• Identifying Major Incidents to Problem Management
• Resolving Incidents, Problems and Known Errors through a Request for Change

Optimising the Service Desk, Incident and Problem Management Processes

• Analysing process outputs
• Proposing process improvements
• Utilising key performance indicators
• Implementing reviews for process effectiveness
• Establishing ongoing quality improvements
• Applying quality standards