[Music] hello everyone welcome to sas with servicenow in this video you will learn about it service desk before we talk about it service desk let's see what is a service desk first a service desk is the main point of contact for users who are getting service from service providers for handling issues payments orders and more for example you have mobile network of any company you have purchased a computer from shopping website you also have a digital payment account with a service provider like paypal let's say your mobile network got some issues the computer you purchased is also not turning on or there is a payment which got stuck in your digital payment account for all of these issues you will definitely look for contacting these different companies and these companies will have one thing in common and that is service desk who will be the first point of contact for their users and respond to initial queries who can raise the ticket for them in the system which can be solved by different teams be it i.t finance etc now what is it service desk id service desk is the point of contact where users can raise it queries request help and receive it support it is also designed to address broader business needs and increase the users tech experience in the workplace it facilitates communication between service management teams and the users of the organization they also facilitate communications for outages and maintenance maintain third-party contacts assisting with problem management and managing software licenses the responsibilities of it service desk may vary in different organization however objective is still the same service desk is integrated with different processes like data access onboarding and off-boarding of supplier partner or employees business continuity reporting and metrics management service monitoring incident management and request management sometimes business can refer help desk and service desk as one term and use them interchangeably even they have some similarities it help desk and it service desk serve different functions within an organization and have different sets of goals with their roles and responsibilities it helpdesk resolved end users needs issues and incidents it follows reactive approach to provide fast and efficient resolution for the issues raised by end users they can be part of global service desk team or separate from them they provide l1 and l2 support to the ends users they escalate issues to next level as per the need they keep track of incidents and provide basic incident and service request management support they help with self-service options for end users and they also act as a point of contact for ite support it service desk function is more broader and strategic in comparison to help desk it service desk focus is not just end users however they support and solve issues raised by business the goal of service desk is to improve the whole i.t processes in the organization and seek opportunities to make it more efficient it service desk work with complete itsm processes like incident change problem request they are part of change in problem management life cycle they do track slas they also focus on cmdb communication and integration with workforce and vendor optimization after learning about it service desk now let's see how it service desk can benefit any organization it service desk is important and beneficial to all types of companies be it large or small every company needs to provide a single point of contact to their consumers who are actually using their service it is very important to minimize the gap between consumers and it teams of the companies by providing service desk as a point of contact to resolve the issues faster and running the idea operations effectively the major benefit of it service desk is cost saving when a service desk is properly staffed and correctly implemented then it is capable of effectively managing a large portion of the routine id workload it is a low cost option that transfers more simple work from high cost engineering teams and id professionals technology experts can focus more on strategic problems and solutions business can get more skill tasks done by same it service desk resources another benefit of it service desk is problem prediction usage of right applications and tools by service desk can help organizations to identify and address different issues before they become major i.t service desk can perform proactive problem analysis monitor changes to the services and perform preventive maintenance to reduce the impact of outages and service issues another benefit is user behavior and sentiment as it service desk is the main point of contact it directly interacts with end users and support users to understand their needs and issues and provide them confidence to solve their issues as soon as possible another benefit is effective communication service desks send communications for all types of outages and maintenance they have information about right recipients for different communications the concept of service desk is available in the market from a long time now and has been used by different industries however organizations can refine their approach by following some best practices of service desk first is customer engagement you should provide some self-help portal which service desk can leverage to answer common queries and solve common issues of end users use of sla and impact assessments to support service desk to prioritize the request from users try to resolve issues during first interaction with the end user to minimize escalations examine the customer behavior and management expectations to ensure that needs are being understood and met collect end user surveys regularly to identify the opportunities to improve the quality of service next is management and reporting ensure right escalation procedure is made for smooth handoff and improved customer experience use real-time reporting and analytics to monitor how operations are functioning and seek for any corrective actions before issues escalate into problems like mttr use itsm processes to optimize utilization of resources ensure challenges faced by service desk are understood and addressed by management use analytic tools to reduce time and effort in generating reports and to help identify the best automation opportunities technology to support it service desk you should automate common requests and tasks like providing access password resets etc implement workflows in ticketing tool so that service desk can easily escalate issues to right teams and provide handoff integrate itsm and event monitoring tools to predict or prevent issues before they arise facilitate and record communication between requesters end users and agents track root cause of issues in the itsm system and simplify change management next is knowledge management you should create faqs for end users which will minimize users contact with service desk keep all knowledge records with updated information provide a knowledge management portal where service desk can access different knowledge articles for solving users issues and questions cmdb configuration management database you should create a database where you can store information about your i.t environment and components and it services store information about assets or configurations items like software hardware used by the organizations establish relationships between assets and services implement discovery to discover assets available in the network of your organization thanks for watching this video have a great day [Music]