What is the ITIL® service board?

Service Desk ITIL® refers to auxiliary technology (IT) help or one contact with user problems, launched according to ITIL® Best Practice standards. Such a service that is also known as ITIL® Helpdesk is usually the first contact point that the IT user has with IT department or service provider when there is a problem. ITIL® means IT infrastructure library. This is a popular approach to the management of IT services that comes from the UK, but is used worldwide. ITIL® is a registered trademark of the Government Trade Office (OGC).

In the approach of proven procedures defended by the ITIL® process, typical goals for the ITIL® auxiliary service, it is usually to provide a single contact point (Spoc) for users and subsequently restore normal operation and end impact or customer service. To achieve this objective, it is usually important to have documented business priority and agreed levels of service. Motivation for setting up the ITIL® service table is oftencosts. A well -operated ITIL® service board can provide total cost savings due to the convenience of a single contact point and savings performed by dealing with IT problems as effectively as possible. Such helpdesk often allows IT services to maximize the use of less expensive employees and escalate only more difficult problems to spend trained technicians.

There are many types of ITIL® service board and are often classified depending on the level of handling of calls is performed as part of the HelpDesk role. For example, a call center table can only do call logging and pass all calls to other teams for solutions and further processing. Uncvalified service board is likely to sign up calls, sends calls to solutions, monitors incidents and provides feedback to users. On a qualified service table, most calls are solved by the Service Desk team,Only complex calls are handed over to another department. The expert service board often includes the entire life cycle of incident management, with virtually all calls to be resolved on the ITIL® service board.

ITIL® software process for Helpdesk is identified by a number of success factors. The importance of a clear understanding of business and customer needs is strongly emphasized. The goals and goals of the ITIL® service board should be clearly defined. It is also recommended to invest and train for Service Desk ITIL® employees.