ITIL 服务经理考试指南: 5.6 SERVICE DESK (1)
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下一篇 2008-04-26 15:57:37
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5.6 Service Desk
GOAL
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
SVD001 | GOAL | D1 | To provide single point of contact for Customer To facilitate the restoration of normal operational service with minimal business impact on Customer within agreed service levels and business priorities. |
记忆关键点：single point of contact; restoration of normal operational service; agreed service levels.
SERVICE DESK STRUCTURE
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
SVD002 | SERVICE DESK STRUCTURE | D1 | Local service desk; Central Service Desk; Virtual Service Desk |
考生需要了解各种SERVICE DESK的优缺点。并且要能够结合案例为管理层提供合适的结构建议。
CALL CENTRE
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
SVD003 | CALL CENTRE | D2 | Professionally handling large call volumes of telephone-based transactions for commodity telesales service. |
记忆关键点：Professionally；telephone-based；commodity telesales。
CENTRAL SERVICE DESK
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
SVD004 | CENTRAL SERVICE DESK | D2 | Benefits: Single point of contact; reduce cost; consolidated overview and control; usage of resource. |
CENTRAL SERVICE的记忆可以和后面的LOCAL和VIRTUAL SERVICE DESK一起记忆。
HELP DESK
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
SVD005 | HELP DESK | D2 | Manage, coordinate and resolve Incidents as quickly as possible and to ensure that no request is lost, forgotten or ignored. |
LOCAL SERVICE DESK
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
SVD006 | LOCAL SERVICE DESK | D2 | Disadvantage: Duplicating skill and resource. Operation standards. Consideration: common process/procedure; localized skill known; compatibility of IT infrastructure; same escalation process; top-level classification; common reporting; shared DB; automatically passing/escalation |
SERVICE DESK PRE-RELEAES REQUIREMENT
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
SVD007 | SERVICE DESK PRE-RELEASE REQUIREMENT | D2 | Service Catalogue - SLM Process/Procedures/Document - General Training - self readiness Customer communication - self readiness SLA/OLA - SLM Escalation process - SLA/OLA - SLM Customer contact points - SLM second line check list - INM, Know Error - PRM - CMDB - COM PSA - CHM staff skill list 3rd party support - SLA/UC - SLM detail of Know Errors - CHM |
由上可见，SERVICE DESK需要其他流程提供数据。这里：SLM指SERVICE LEVEL MANAGEMENT，SLA/OLA/UC在SLM流程中会提到。INM指INCIDENT MANAGEMENT，CHM指CHANGE MANAGEMENT，COM指CONFIGURATION MANAGEMENT。
<本节待续...>
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