What Are End-User Help Desk Services & Features Provided by End User Support Service?

In the current managed services business, the resource that supports the definition of processes and functions is the ITIL framework (Library of Information Technology Infrastructure), which is used by 86% of managed services organizations compared by TSIA. However, ITIL does not mention the term "help desk service" at all, but does provide important details about the "service desk" practice.

In the context of the service desk, a user is a population authorized to access that resource. This access can be defined in a broad or limited way in ITIL.

As such, ITIL remains silent on the term "helpdesk" and the difference in "helpdesk" support between end users and other types of users (administration, IT, business units, "authorized users", etc. .). I am. However, in practice, supporting managed services across the entire end-user population has proven to be a completely different approach to delivering to selected users within an IT organization.

For many managed service providers, supporting a relatively unskilled population of end users is much more challenging than supporting a much smaller number of IT users or business unit leadership. It is very expensive, not very scalable, of low value and a great load in general.This view may be historical. Many managed services organizations grew out of the company's support services organization. Their main role is other engineers (engineers (IT organizations).

To clarify the use of terminology, TSIA defines the provision of service desk support to end users as a "help desk support services for the end user". These services may be provided within the same ITIL-defined "service desk" delivery organization, or they may be completely separate delivery entities.

Features Provided by End User Support Service

According to the previous definition, if the End User Help Desk is a Service Desk that supports a population of end users, it will provide the same Service Desk services defined by ITIL, but with a different end user population and larger. From the TSIA report "Definition of managed services":

 "The main functional responsibilities of the service desk are:

• Incident and request log
• Identify and solve Level 1 problems
• Incident and problem management and escalation (also known as trouble tickets)
• Notify customers of incidents, problems, and status of change request

The amount of work done under a service request banner to support a population of end users ("Request Compliance Management" in ITL v3 is now called "Service Request Management" in ITIL v4). It is a fairly large part of the services offered. These requests include (from ITIL Foundation v4):

• Request a service delivery action (for example, provide a report or replace a toner cartridge)
• Request for information (for example, how to create a document or office hours)
• Requests to provide resources or services (for example, to provide users with a phone or laptop, or to provide development teams with virtual servers)
• Request access to a resource or service (for example, provide access to a file or folder)
• Comments, compliments, complaints (for example, complaints about the new interface or tribute to the support team)

When we survey our members for key features specifically provided at the service desk, including end-user support, the service request constitutes the second and third most widely accepted feature.