ITIL V2 : The Service

Desk and Incident

Management
 ITIL : The Service Desk and Incident
Management
The United Kingdom’s Office of Government commerce (OGC), the copyright
holder that supervise the status of ITIL, states :

“The ITIL is the most widely accepted approach to IT service Management in

the world. ITIL provides a cohesive set of best practices, drawn from the
public and private sectors internationally. It is supported by a comprehensive
qualification scheme accredited training organizations, and implementation
and assessment tools”

The United Kingdom’s Information Systems Examination Board (ISEB) in

association with its Dutch counterpart, Exameninstituut voor Informatica, creates
the exam – a standardized measurement of IT knowledge.

2
 Contents

▪ IT Infrastructure Library

▪ Service Desk

▪ Incident Management

3
 IT Infrastructure Library
Basic Focus of ITIL
- The world wide standard of IT service Management

ITIL document industry best practices

- The information technology infrastructure library (ITIL) is the basic road map for
information technology service management (ITSM).

- ITSM promotes interconnectedness between business strategy and technology

decision.

4
Key Terms –

CUSTOMER – Owns the IT service

USER – Uses the IT service

IT SERVICES – Hardware, Software, People to satisfy a certain need or Objective.

FUNCTION – A group of related action contributing to a larger action.

PROCESS – A series of action or operations conducted from beginning to end

PROVIDER – Third party responsible for providing and supporting underpinning

elements of an IT service.
5
• ITIL consists of two books

» One of the books covers Service Support

» The other covers Service Delivery.

Service Support and Service Delivery are at the heart of the ITIL
framework for ITSM.

Service Support includes one function – The Service Desk

And five process:

» Incident Management
» Problem Management
» Configuration Management
» Change Management
» Release Management

Service Delivery addresses five processes:

» Service Level Management

» Financial Management
» Capacity Management
» IT Service continuity Management
» Availability Management

6
 Service Support
• SERVICE DESK
– Single point of contact between IT services and user
– Handling incidents and request
– Providing and interface for other ITSM process

• INCIDENT MANAGEMENT
– Restore service operation as quickly as possible with minimal disruption to user

• PROBLEM MANAGEMENT
– To minimize the adverse effect of incident and problem caused by infrastructure
error
– Pro actively prevent recurrence of incident and problem.

• CONFIGURATION MANAGEMENT
– A process of identifying and defining configuration items within the system.
– Monitoring the status of these items.

• CHANGE MANAGEMENT
– Controlling Changes within IT services or system, with proper approval and
minimal disruption.

• RELEASE MANAGEMENT
– Introducing new or changed configuration items to the infrastructure

7
 Service Delivery
• SERVICE LEVEL MANAGEMENT
– Negotiates and agrees to service requirements as defined by customer and agreed
to by IT within SLA.
– It monitors measures and report on the achieved service level.

• FINANCIAL MANAGEMENT
– A process concerned with cost awareness; more specifically the identification,
allocation, forecasting and monitoring of cost associated with IT services.

• CAPACITY MANAGEMENT
– Ensures the projected business needs will be met in a cost effective and timely
manner.
– Also ensures the infrastructures can handle new technology, storage facilities,
networking capabilities and people.

• IT SERVICE CONTINUITY MANAGEMENT

– Ensures that proper and required IT technically and service facility can be recovered
in the agreed upon and required time frame following disruption to the business.

• AVAILABILITY MANAGEMENT
– Ensures services are available when and at the level the customer requires them as
defined by the SLA.

8
ITSM Benefits

9
Additional benefits of ITSM

10
11
 ITSM: Problem and Costs

“Problems are only opportunities in work clothes” – Henry J.

Kaiser,
American
Industrialist

12
 • Staffing costs INITIAL COSTS
• Training
• Tools and licenses
• Telephony System
• Awareness Campaign
POTENTIAL PROBLEMS
•Buy in
•Lack of management buy-in.
•Lack of support or attention it needs in order to be successful.

•Circumvention
•Avoidance from staff may stall or derail improvement effort

•Time and Resource

•Under estimating
•Insufficient Planning

•Tool Set
•Lack of necessary support tool set (Software & Hardware)

•Fragmentation
•Fragmented IT Structure

•Insufficient Funding 13
SERVICE DESK

14
Benefits of SERVICE DESK:

15
Primary Objective of Service
Desk

– Improving service levels

– Restoring service to customer
quickly
16
SERVICE DESK STRUCTURE

17
 An organization can use three types of
service desk

• Local – Distributed across number of sites ideal

for highly distributed IT
environment.
• Central – All service request are logged to a
central physical location.
• Virtual – Location immaterial Based on various
factor routed to the locations suitable to solve
the issue.

18
SERVICE DESK ACTIVITIES:

19
Listed below are few of them:
• Advanced telephone system
– For call autorouting , computer telephony, integration(CTI),
or voice over Internet protocol (VoIP).

• IVR Systems
– To route to the correct executives,To guide the user to
often asked questions

• Email
– Communicate quickly

• Pager system/Mobiles
– To get hold of key people in order to answer user question
quickly.

• FAX

• Knowledge, Search and Diagnostic Tool

Aid

• Automated operation and Network

Management Tools. 20
Four primary task of Service Desk:

21
Service Desk Environment:

22
The process and procedures important
to the service desk function-

23
 SERVICE DESK PROCESS CONTROL

Six Important Factors to consider when staffing a service desk

24
Important characteristic of service Desk
employee

• Service Desk staff can make or

break reputation.

• Reputation is hard to build and easy

to lose.

25
How to control the service level of the
Service Desk?

26
Service Level needs to be measured
• Quantitatively
– Incident Percentage
– Call handled
– Incident resolution
– PABX Report

• Qualitatively
– Customer surveys
– Written customer
comment

27
• Incident Percentage
– Number of incident closed by first line of
service desk

• Call Handled
– Number of call handled for service station

• Incident resolution
– Cycle Time

• PABX report :
– Average time to answer a call
28
– Number of call prematurely terminated
29
Service Delivery

30
 Incident Management

An incident is any event that is not part of the standard operation of a service and the
cause, or may cause, an interruption to or a reduction in the quality of that service.
31
32
Incident Management Objective and
process

• Incident management will improve user and

customer satisfaction.
33
• The Primary objective to be achieved through Incident
Management are:

34
35
 • The Incident Management activities represent actions
taken to turn inputs into outputs.

Incident management activities :

Six specific activities ,in order to handle incidents

36
Incident Management Process Control:
Four typical roles come together to manage incidents :

37
However right tools are required to perform their responsibilities effectively

Specific tools used in incident Management are listed below

38
39
Having clearly defined objective with
measurable targets can provide key
performance information.

40
Incident Management has a role in all
other ITSM process

41
Some of the common problems associated
with incident Management

42
43
Thank you !!

44