Discuss about the Information Technology Infrastructure Library.
Currently, IT plays an essential role in creating new opportunity and delivering competitive advantage to the organizations. However, as smoothly running infrastructure can allow business users to succeed, flaws in the IT or training as well as incorporating other aspects can obstruct or make the business succeed. To support business users in the application of IT to perform various functions, most of the organizations have established some support measures to help the operation of the business with the aim of providing adequate and satisfactory service to the customers, among these initiatives are help desk and service desk (Iden & Eikebrokk, 2014, p.35)
The difference between help desk and service is only an issue of semantics and expressions. These two things are different and distinctive sectors that affect an institution’s IT approach and strategy (‘Minimising the risk of change’ 2004, p. 24). In most cases, various people always have different answers when it comes to describing these two disciplines.
Service desk and help desk are two different things that serve different purposes. A service is a communiqué center that offers a single point of contact (SPOC) between an organization and the customers that transact with the same company, staffs, and even business partners. The role of a service desk is to make sure that users get suitable help promptly. They are planned to handle incidents and services application equally. In this circumstance, an incident is an occasion that results in an interruption in service accessibility quality. A service request/application gets assistance with a custom assignment, such as helping a user amend a password or obtaining a fresh user set up in work scheme (Wu He, Kshirsagar, Nwala & Yaohang Li2, 2014, p. 207). Additionally, service desk performs functions such as change or adjust management, configuration, and release management-related roles.
The service desk is one of the three major options for client support. The remaining two SPOC bodies help desk and call centers. For a long time, various people have been confusing help desk and service desk; however, these two things are very different regarding functionality and much more. The Information Technology Library describes the service desk as an important information technology service management tool (ITSM) (Gerdewal & Seçim, 2014, p. 24). Information Technology Library (ITL) is a recognized worldwide collection of best practices for IT service administration.
A multi-dimensional source, selected to assist in minimizing downtime in IT services and tasks as well as making them accessible for unlimited time clearly explain all about a help desk. It is specifically paying attention on end-user functionality, and, as a result, is accountable for speedy resolution of urgent requirements, events and technological matters of an end user. Any basic operating help desk requires having the capability to offer technical assistance to bring an end user back into operational mode. As far as best practice is concerned, help desk often uses specific software to track record and control issues that have been raised.
Both help desk and service desk are essential to organizations; these two disciplines are combined to realize success in the operation of the institution. They function or work to offer effective services to customer’s department. Therefore, proper organization of the customer department is important to the business, and it is done through customer service organization.
Applying the cluster evaluation procedure; customer service organizations are clustered based on comparable operational and management characteristics. When the analysis is done, some types are found to be capable of serving as an option to a more apparent industry benchmarking. There are several types of customer service organizations; however, in this situation, only four shall be given consideration.
Masters of Complexity- Motivated by comprehensive support applications, these organizations have vibrant management formations and stylish customer service operations.
Captains of Scale- Customer service management is given considerations and highly valued by these teams same as sales and marketing. They have also set a high standard of customer service operations.
Organizations frequently interact with customers and sometimes handling a customer may be daunting. In that situation, it is better to try to apply other types of customer service. In many industries, the management has adopted the use of live chat, as some use email, while others prefer making calls. Customer service can contribute to the success or the failure of any business if not practiced in the best way possible. Customer service can break the reputation of the organization. The better the service, the better referrals the business gains thus improving the sales of services or products. There are four major types of customer service: live chat, live answering, email, and interactive voice response representative. An organization may choose any of the types that they feel is perfect or sometimes may decide to use them all at once to provide consistent customer service.
Good customer service is offered through a service desk whose mission is to offer the admission and accessibility to IT support services effectively. This is done to the satisfaction of all the customers by offering an instructive and encouraging first point of contact, and to support all customers in making the best exercise of technology in their business functions. Both help service and help desk are important sections of the customer service. These are the experts that correct the problems for the customers who are probably extremely frustrated. Deciding the customer’s issues to a great extent improves customer’s contentment, which in the end, utterly affects future sales. This is determined by the multi-level support model used. Therefore the good use of help desk service will undoubtedly positively impact the business. Some of the methods that help desk support applies at the moment include the web to assist customer through chat tools and social networks. In normal circumstances, the upcoming companies always use a single tier customer support: a single point of contact to manage queries or solve issues. However, as the organization expands, they tend to require more than just a single tier model. This is an indication they shifting to a multi-tiered support system.
In ensuring that all systems of both help desk and service functions accurately, there is always Network and System Administration discipline. Network administration department is broad or at times can narrow depending on the complexity of the network and the size of the organization. However, the general function is ensuring the installation of network and computer systems. Similarly, Network administration is charged with hardware system configuration and installation of hardware, establishing and management of user accounts. It also performs backup and recovery tasks.
Conclusion
Support tools to service desk and help desk are accessible to customers. Both help desk and service desk provide a variety of online tools or services as resources for the customers to resolve their IT related issues. These two tools assist in any aspect of IT issues between the organization and the customers and ensure that users receive suitable help promptly. Many businesses today have changed from the traditional method of doing business and have resorted to applying technology to provide better services to the customers.
References
‘Minimising the risk of change’ 2004, Computer Weekly, p. 24, Business Source Premier, EBSCOhost, viewed 23 April 2018.
Iden, J, & Eikebrokk, T 2014, ‘Using the ITIL Process Reference Model for Realizing IT Governance: An Empirical Investigation’, Information Systems Management, 31, 1, pp. 37-58, Business Source Premier, EBSCOhost, viewed 23 April 2018
Wu He1, w, Kshirsagar, A, Nwala, A, & Yaohang Li2, y 2014, ‘Teaching Information Security with Workflow Technology — A Case Study Approach’, Journal Of Information Systems Education, 25, 3, pp. 201-210, Education Full Text (H.W. Wilson), EBSCOhost, viewed 23 April 2018.
Gerdewal, M, & Seçim, H 2014, ‘A Business Communication Design for Information Technology (IT) Organizations based on Information Technology Infrastructure Library (ITIL)’, Business Management Dynamics, 4, 5, pp. 12-35, Business Source Premier, EBSCOhost, viewed 23 April 2018.
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