IT in home onsite service management by Instant Services refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization to design, plan, deliver, operate and control information technology (IT) services offered to customers at their home .
Differing from more technology-oriented IT management approaches like network management and IT systems management,IT service management is characterized by adopting a process approach towards management, focusing on customer needs and IT services for clients.
A Service Desk is a primary IT function within the discipline of IT service management as defined by the Information Technology Infrastructure Library . It is intended to provide a Single Point of Contact ("SPOC") to meet the communication needs of both users and IT staff, and also to satisfy both Customer and IT Provider objectives. "User" refers to the actual user of the service, while "Customer" refers to the entity that is paying for service. printer repair technician.
The ITIL approach considers the service desk to be the central point of contact between service providers and users/customers on a day-to-day basis. It is also a focal point for reporting incidents (disruptions or potential disruptions in service availability or quality) and for users making service requests (routine requests for services).
ITIL regards a call centre, contact centre or a help desk as limited kinds of service desk which provide only a portion of what a service desk can offer. A service desk has a more broad and user-centered approach which is designed to provide the user with an informed single point of contact for all IT requirements. A service desk seeks to facilitate the integration of business processes into the service management infrastructure.
In addition to actively monitoring and owning Incidents and user questions, and providing the communications channel for other service management disciplines with the user community, a service desk also provides an interface for other activities such as customer change requests, third parties (e.g. maintenance contracts), and licensing.