{"id":484,"date":"2020-12-08T10:19:22","date_gmt":"2020-12-08T10:19:22","guid":{"rendered":"https:\/\/fitsed.org\/members\/fits-getting-started-guide\/staffing-the-service-desk-cloned-at-2020-12-08-110015\/"},"modified":"2021-12-12T12:04:37","modified_gmt":"2021-12-12T12:04:37","slug":"full-service-desk-implementation","status":"publish","type":"page","link":"https:\/\/fitsed.org\/members\/fits-getting-started-guide\/full-service-desk-implementation\/","title":{"rendered":"Full Service Desk Implementation"},"content":{"rendered":"

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Module 3: Where do I Start?<\/h2>\n
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    Full Service Desk Implementation<\/h2>\n

    Interactive Software based service desk solution with support tools for the technical and support staff.<\/h2>\n

    Overview<\/h2>\n

    The goals for this step are as follows:<\/p>\n

    Improve the Service Desk processesMake the most of the operators of the service deskEvaluate service desk softwareEvaluate tools to assist the management and resolution of calls<\/p>\n

    Service desk software<\/h2>\n

    There are a number of providers of comprehensive software packages for managing your Service Desk. They provide a number of additional features, tools, and methods for managing aspects of your process. It is important that you review how you want to process work. Implementing a relatively cheap and quick package, in step 2, should have given you a better idea of what works well for your environment and what facilities you will be looking for in a full implementation.<\/p>\n

    Some of the additional features you may want to consider are: – Customisable screens, support of user logging of faults, work queues, customisable work flows.<\/p>\n

    Tools<\/h2>\n

    In addition to your Service Desk software, there are a number of tools that can assist the resolution of faults. The following are some of the tools available and there purposes.<\/p>\n

    Knowledge bases. A searchable database of technical informationRemote access tools. Software allowing service desk staff to assume control remotely of a users’ computer (with their permission)Monitoring tools. Tools for monitoring the state of the ICT environmentFAQs, cheat sheets, and scripts. While not so much tools more, self developed, documents and aids<\/p>\n

    Implementation – What should I do?<\/h2>\n

    The evaluation and implementation of a customisable service desk and its supporting tools will be a sizable undertaking. Details of how to prepare for and plan such an implementation are covered in detail in the Becta Framework for ICT Technical Support, Service Desk document.<\/p>\n

    The more sophisticated the software, the more facilities it may offer you, but the important factor at this stage is that call details are being kept.<\/p>\n

    Now that you have worked through these ‘Getting Started’ procedures for Service Desk, you may find it useful to review our detailed Service Desk process<\/a>.<\/p>\n

    OK, that’s hopefully given you a good idea about what’s involved in implementing your Service Desk. Let’s move on with our getting started theme by looking at Incident Management.<\/a><\/p>\n

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    Module 3: Where do I Start? Full Service Desk Implementation Interactive Software based service desk solution with support tools for the technical and support staff. Overview The goals for this step are as follows: Improve the Service Desk processesMake the most of the operators of the service deskEvaluate service desk softwareEvaluate tools to assist the […]<\/p>\n","protected":false},"author":4,"featured_media":0,"parent":216,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"op_builder_blank","meta":{"footnotes":""},"class_list":["post-484","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages\/484","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/comments?post=484"}],"version-history":[{"count":2,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages\/484\/revisions"}],"predecessor-version":[{"id":2313,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages\/484\/revisions\/2313"}],"up":[{"embeddable":true,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages\/216"}],"wp:attachment":[{"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/media?parent=484"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}