Before we discuss the ITIL Service Desk process flow in detail, it is important that we remind you of what ITIL is.
An initiative of the British Government in the 1980s, ITIL or Information Technology Infrastructure Library, was initially aimed at documenting all Information Technology process management service literature, cases, and best practices.
The project was so successful that it had become a reference used worldwide!
Yes, today, anyone in need of a good point of reference on procedures, can take advantage of ITIL’s methodology.
Take joy from downloading this fully editable ITIL Service Desk process flow! Go through it with staff to analyze each step of this Workflow.
ITIL Service Desk process flow: Workflow in detail!
The Service Desk Management Process is a workflow designed to record and track all incidents in Information Technology and is very similar to the ITIL library.
In short, calls are forwarded to the first level of support. There a respondent attempts to find a resolution through knowledge and accumulated experience database.
If this level can not solve the incident, the call is directed to the second level, where a specialist is responsible for finding a solution. The first level should return to receive the call to validate the procedure adopted.
Finally, the user gives validation to the solution, and the call ends.
Take a look at the full ITIL Service Desk Management Process:
ITIL Service Desk process flow
The ITIL Service Desk process flow is divided into 3 lanes in a pool:
- User: The person who calls the related IT service.
- Support Level 1: This is for basic and simple solutions and is the first point of contact with the user.
- Support Level 2: An analyst specializing in IT that should keep an up to date knowledge base for any query from the first level. This is the person who solves cases with the highest level of complexity.
Let us now examine each stage of the ITIL Service Desk process flow:
- The user reports a problem and brings all the necessary information so that the Level 1 technician can best direct the call.
- The first level technician analyzes all information submitted by the user and searches the knowledge base for the best solution to the problem.
- If they can not resolve the issue, the first level technical requests help from the second-level analyst.
- The second-level analyst studies the request and returns the solution. If they find it necessary, the solution is documented in the knowledge base so that the next similar occurrence the first level can resolve the issue without contacting the second level.
- Technical Level 1 confirms the user’s problem will be solved with this solution. If not resolved, returns to the level 2 analyst. If so, the level 1 sends a confirmation to the user.
- The user makes a test solution and checks if it works. If it is not suitable, returns to the Service Desk, which takes over the process. If it is, the process ends.
As you see, the goal is to achieve, over time, that fewer calls are sent to the second level. It’s because the knowledge that the level 2 analyst accumulates to develop more complex solutions is always referred to by level 1 and kept in a knowledge base, for easy reference.
Thus, it eliminates an escalation of process flow towards the second level, bringing more agility, and enables the first level help desk technicians in direct contact with the user.
Adapting the flow to the reality of your business
Of course, every company has its peculiarities. Eventually, some more complex solutions involving, for example, a high-value hardware exchange have to be approved by another decision level, or even another department. If this occurs, you must add one more lane to the Workflow or even another pool with connectors for the finance department.
It can be even more complex, if in the case of it being necessary to include product acquisition (hardware), creating another pool for a process that involves the shopping area, for example.
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