Introduction In this report I will be applying and linking the threedifferent service desk implementations to the case study in which I havepreviously read. I will then decide on which is the best and most favourableout of the 3 service desk implementation in relation to the shutel hotel chaincompany, which is what the case study is based on. In addition to this I willalso be going over the 4 different ITIL areas (events, incidents, problems andaccess management) and discussing how the shutel service desk handles andprioritises each area. Finally I will be highlighting the each of the keydifferences between the ITIL processes. At the end of my report I will have allof my references and I will also make sure to use citations on any sourceswhich I may have used to complete the task.
Service desk implementation. There are 3 different service desk implementations, local, central and virtual service desk. In this section of my report I will beapplying and analysing how shutel could use each of the service deskimplementations and weighing which one I believe to be more practical.
Local service deskThe local service desk is usually used to help with communications, this could either be due to certain factors such as language or culturaldifferences. The local service desk is usually located within or close to thecommunity in which it serves which provides a local presence within a specific shutelhotel. This service desk does not support the whole business but rathersupports the specific sit/operation in which it is located at.
However adownside to this service desk is that due to the high number of calls that theservice desk may receive and the minimum staffing that it requires. Centralised service deskThis service desk is very cost effective as it allows fewermember of staff to deal with a higher number of calls. This service desksupports the whole business needs. Though there might still be a need for acentral presence within the body, the staff can usually be handled andcontrolled from a central desk.
Virtual service deskDue to the internet and technology this service desk is veryuseful as work personnel can be split across numerous geographical locations. At the same time this service desk can also give the impression that is acentralised service desk due to there being a simple contact point forcustomers which is similar to the centralised service desk. However a downsideto the virtual service desk is that it is invisible to customers and thecontact between the personal and the customers is not face to face which couldsomewhat cause an element of distrust and dissociation between personnel andcustomers.
recommendation In my opinion I believe that the centralised service is themost practical and efficient of the three service desk implementations of whichI have gone over for shutel. firstly I believe that the centralised servicedesk is cheaper than the other two service desk implementations, this is due tothere being only one service desk that is linked to multiple hotels incomparison to the local service desk which is just for one specific locationand in contrast to the virtual service desk where the contact between thecustomer and the personnel is not done face to face/over the phone, which inturn takes longer for the request to be carried out. In addition to this thereare also less staff member as there is only one service desk this thereforemeans that staff member become highly qualified and very skilled, this is dueto them being the only ones dealing with the customers on a consistent basis.
I do not recommend the virtual service desk as it is moreexpensive than the other 2 which increases the cost in comparison to them. Thevirtual service desk also takes a lot longer to process the request of thecustomer due to the requests being submitted through technology. I also do not recommend the local service desk because thisservice desk implementation is only beneficial to the site in which it islocated at ITIL processesin order to know which ITIL process should beprioritised, I must first discuss each of the processes and evaluate andanalyse what each of the processes can do to benefit shutel.
events managementthe process that isresponsible for managing certain events within a business is called the eventsmanagemnt ITIL process. The events management process provides differentbenefits to the business for example it provides ability to detect events within the business after detectingthese events this ITIL process thenattempts to make sense of these events within the business before determing theright control action to take hence why the events management process is knowsas the he basis for operational monitoring and control. there are numerous advantages for the eventsmanagement process for example. I have already mentioned one of the advangesabove but here are a few more Automated detection takes into consideration significant alerts or notifications, thus removing the need for expensive and resource-intensive real-time monitoring, while reducing downtime; Reporting an event to a group that responds quickly improves the availability and allows system capacity tracking. different types of events there are 3 different types ofevents, warning, information and exception informationinformation is a type of eventevent that does not require an action. This type of event is usually used to check the status of an equipment or a serviceto measure the success of a transaction/activity. warningThewarning is a kind of event that indicates the approach of a threshold. It alsoIndicates that the situation should be checked and the appropriate actionstaken to avoid an exception/failure.
The warning usually means that there is anunfamiliar activity. This means that that the situation should be severelymonitored. In a few cases the situation could resolve itself.
ExceptionAnexception is a type of event that indicates that an equipment functions areabnormal, which could cause a negative impact on the activities of a businessactivities, in this case shutel’s business activities. Examples of some ofthese abnormalities include when a server goes down, when a lot havepeople have simultaneously logged into an application or certain requests arenot being responded to by a networkTomake it a little easier to understand here is a diagram that shows the process incidient managemtAn incident in terms of ITILis an accidental disruption to the quality of an IT service. Incident management isthe process in which there is an attempt to return service to usual as swiftlyas possible after there has been an incident, this is done in a way that haslittle impact on the business. Incident management is extremely noticeable in thebusiness, meaning it is easier to validate its value than a lot of other areasin service operation. This is the main reason why Incident management isusually one of the first processes to be executed in a business. problem managemnt Problem Management is theITIL process that is in control of managing the lifecycle of all problems. The objectives of problem management are to stop incidents/problems from happeningand to make sure that the incident/problems that cannot be avoided, are kept toa minimum. Problem Management also maintains the information about problemsand suitable resolutions.
This means that the business then becomes capable of reducingthe quantity and impact of the incidents over time. Even though incident and problem management are differentprocesses, they are still somewhat tied together, they will usually use similartools, and may sometimes use similar categorization, impact and priority codingsystems. Problem Management works with Incident Managementand Change Management to guarantee that there is an improvements on thequality and availability of IT Services. When the incidents are fixed, the wayin which the incident was fixed is saved. This means that over time theinformation saved is used to speed up the resolution time and to identifypermanent solutions, reducing the amount and the resolution time of incidents. This results in a smaller amount of downtime and less disruptions for theenterprise critical systems. access management Access management is the process of giving official users the right touse a service, while not allowing access to users whoare not authorised.
Access management is also referredto as rights management or identity management. The objectives ofthe access management process are to, Efficiently respond to requests forgranting access to services, changing access rights or restricting access, ensuring that the rights being provided or changed are properly granted Grant access to services, service groups, data or functions, only if they are entitled to that access Oversee access to services and ensure rights being provided are not improperly used, remove access when people change roles or jobsAccess management iseffectively the execution of the policies in information security management. In that it enables the organization to manage the confidentiality, availabilityand integrity of the organization’s data and intellectual property. Accessmanagement ensures that users are given the right to use a service, but it doesnot ensure that this access is available at all agreed times this is providedby availability management.
The value of accessmanagement includes: Ensuring that controlled access to services will allow the organization to maintain effective confidentiality of its information Ensuring that employees have the right level of access to execute their jobs effectively Reducing errors made in data entry or in the use of a critical service by an unskilled user (e. g. production control systems) Providing capabilities to revoke access rights when needed on a timely basis, an important security consideration