Section: IT Service Desk Process and Best Practice Implementation. Q: Are incidents recorded by the Service Desk in a formal and consistent manner?

Yes, The Service Desk team is responsible for the incident till closure. The service desk team is responsible for the opening, monitoring, assigning, monitoring the progress and resolution till the incident get closed in a formal and consistent manner.

yes sure the incidents recorded should recorded by the IT Service Desk   

Yes.. Of course, all the incidents should be recorded by service desk as they are the team who actually get  in touch with customers at most of time. This will help the team to resolve issue ASAP if they have them recorded.

Incidents should always be recorded to Service Desk in order to record and provide a more robust solution to any request, error and problems that a system may encounter. It is an IT best practice to put all request to a Service Desk for creating a Knowledge base repository.

Yes, Incident suppose to be recorded in Service Desk, the knowledge base in Service Desk Application will show us the suggestion best resolution answer. if they don't, the process will be forwarding to the second layer expertise technical team. And, so on will be escalate until the incident resolve with correct way.

Service Desk will record the incident and they are suppose to give update to the request as well as to business. And these records are the key inputs for Problem, Change and CI process.

Incident should be recorded in order to provide effective solution. Recording incident will help to analyse the trend of in coming volume and which help to focus on how to minimise it greatly.

Yes, the Service Desk records incidents in a formal and consistent manner.

All incidents as well as requests have to be recorded in the Service Desk. Incidents are considered the main input to the Problem Management. Identifying Problems will help in identifying the root causes and solve them instantly. Customer satisfaction will increase in return because the number of incidents is decreasing.

All incidents, service requests, problems, RFCs... must be record in the Service Desk in order to optimize services on behalf of the business and oversee IT functions.

Hi,

A Service Desk, understands that information offers companies strategic advantages and it ensures proper mechanisms are in place for the data to be analyzed, produced and distributed seamlessly. The best Service Desks manage information delivery by utilizing Information IT infrastructure Library (ITIL) best practices to deliver these services. The Service Desk is the first contact in an organization for any and all IT questions.

According to ITIL, the definition of a Service Desk is – A the single point of contact between users and IT Service Management. Tasks include handling incidents and requests, and providing an interface for other ITIL processes. The primary functions of the Service Desk are incident control, life cycle management of all service requests, and communicating with the customer.

Another definition of Service Desk is a center that provides a Single Point of Contact between a company’s customers, employees and business partners. The Service Desk is designed to optimize services on behalf of the business and oversee IT functions. Thus, a Service Desk does more than making sure IT services are being delivered at that moment, it manages the various lifecycles of software packages used to provide critical information flow by utilizing ITIL best practices.

These best practices enable an IT service provider to ensure end user data is being delivered consistently under many different scenarios. Since the Service Desk is a Single Point of Contact (SPOC) it understands that there are many reasons services can be interrupted. A Service Desk has the means within its hierarchy to monitor and manage each layer of service from beginning to end. These layers are classified by:

Hence, yes, all incidents, service requests, problems, RFCs... must be record in the Service Desk in order to optimize services on behalf of the business and oversee IT functions.