Example Discipline

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ITIL Service Desk


The Service Desk performs the first line support for the IT Services.

Apart from the Call Centre, all Service Desk types perform the following activities:

  • Receive all calls and e-mails on incidents
  • Incident recording (including RFC’s)
  • Incident Classification
  • Incident Prioritisation
  • Incident Escalation
  • Search for Work Around
  • Update the customer and IT group on progress
  • Perform communication activities for the other ITIL processes (e.g. Release notifications, change schedules, SLM-reports)
  • Perform daily CMDB verification
  • Report to Management, Process Managers and customers (through SLM) on Service Desk performance

Example of incident Handling at the Service Desk (source: AXELOS-Service Support Book):

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