ITIL Service Support


• ITIL Service Desk
• ITIL Incident Management
• ITIL Problem Management
• ITIL Configuration Management
• ITIL Change Management
• ITIL Release Management

  ITIL Service Delivery


• ITIL Service Level Management
• ITIL Availability Management
• ITIL Capacity Management
• ITIL Financial Management
• ITIL Service Continuity Mgmnt.
• ITIL Security Management

  ITIL Stuff


• ITIL Organisations
• ITIL Links
• ITIL FAQ

Types of Service Desk

After defining what is the Service Desk in our Service Desk Overview we are going to describe three possible types of Service Desk.
Depending on the size and the structure of your company or your client company you have to decide how your first line of contact, Service Desk should be designed.
For smaller organizations that have not many offices the best and most natural solution is to use of the Local Service Desk which is usually localized in the same location as the business supported by it.
If your company is more spread out and possesses several offices you could think about the Central Service Desk. This could save your resources (operational costs), minimize problems with knowledge exchange.
The last type of the Service Desk is The Virtual Service Desk used generally in case the organizations is very large. Virtual Service Desk location is invisible to the customers and can also involve different physical location of Service Desk staff. In that case the usage of advanced tools that could help in assuring right work balance of the staff and the proper incident assignment process is crucial.

Added: 2008-03-02