ITIL Customer Service Desk Operations

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.

COURSE CONTENTS

DAY 1

• Focus & Programme
• Introduction to ITIL
• ITIL service cycle
• ITIL definition of service desk/service
• Service functions and drivers
• Group work – Brainstorming “Drive the Drivers” and Presentation

• Service Big picture
• Customer value
• IT Service operations processes
• Incident/Help/Service Desk

• Group work – Service operations “Big 5s” and Presentations

• Roles: Individual and Team
• Positioning
• Team maturity and Positive Reinforcement

• Individual Work
• Use personal worksheet
• To achieve “the impossible”, what’s most

• Key Performance Indicators (KPI - KRI, PI, KPI, OPI, UC)

• Service Level Agreements (SLAs) - SLO in SLA, Help desk KPIs

• Group work – Day 1 recap: List 5 major learning points

• Q & A

DAY 2

• Learnings recall of day 1 – Ball activity
• Individual Activity – My “Self-positioning” statement
• Incident and Problem Management

      Incident/problem – “step 1”

      Incident priority setting

      10 steps of incident management

• 10 steps of incident management (continuation)

• Group work – Incidents Management

      List 5 biggest challenges

      Explain why

      How to overcome

• Group work presentation

• Customer perspective – Effective communication

• Individual Re-cap and evaluation

      Based on evaluation question paper

      Answer all questions and hand-in before tea time

• Empowerment –

      The meaning of “Empowerment”

      Complete Empowerment patterns analysis questionnaire

      Based on questionnaire results, think about yourself

      Make use of the analysis to cultivate an “Empowerment” mindset

• Course review and closing – Participants to complete course review form

TRAINER/FACILITATOR

NAME:                          CHOK KWONG HON (JIMMY)

EXPERIENCE:               34 YEARS IN THE BANKING INDUSTRY

EXPERTISE:                  CONSUMER BANKING OPERATIONS,

PROCESS DESIGNING,

“HUBBING”,

INFORMATION SYSTEMS DEVELOPMENT,

BANKING SALES & SERVICE DELIVERY PLATFORM DEVELOPMENT

BUSINESS PROCESS RE-ENGINEERING

ISO CERTIFICATION AND SIX-SIGMA DEPLOYMENT

ACHIEVEMENTS:          ANALYST PROGRAMMER

                                    SYSTEMS ANALYST

                                    COMPUTER MANAGER

                                    RETAIL SYSTEMS DEVELOPMENT MANAGER

                                    HEAD, OPERATIONS (CONSUMER BANKING) AND COUNTRY

                                    IMPLEMENTATIONS MANAGER (MALAYSIA) FOR GROUP SHARED

                                    SERVICES CENTRE

QUALIFICATIONS:         ASSOCIATE OF THE INSTITUTE OF BANKERS, LONDON

                                    HENLY (UK) EXECUTIVE DIPLOMA IN MANAGEMENT

SUMMARY:                   JIMMY HAS WORKED FOR THE STANDARD CHARTERED BANK,

MALAYSIA SINCE 1968. HIS BANKING OPERATIONS EXPERIENCE SPANNED OVER THE ERAS OF “INSTITUTIONAL” STYLE BANKING (WHEN THERE WAS LIMITED COMPETITION) AND THE SUBSEQUENT ADVENT OF SALES & SERVICE FOCUSED BANKING. JIMMY HAD GAINED EXTENSIVE HANDS-ON KNOWLEDGE IN BANKING OPERATIONS PRIOR TO COMPUTER AUTOMATION AND IN THE TRANSITION TO COMPUTERISED SYSTEMS. HE ACCUMULATED KNOWLEDGE AND KNOW HOW ON THE MANUAL OPERATIONS AND MAINTENACE OF CUSTOMERS’ ACCOUNTS AND CUSTOMER SERVICING. WHEN THE ADVENT OF COMPUTERS CAME ABOUT IN THE LATER PART OF 1970, JIMMY WAS A MEMBER OF THE PIONEER TEAM OF ANALYSTS AND PROGRAMMERS WHO DEVELOPED AND IMPLEMENTED THE FIRST COMPUTER APPLICATIONS LOCALLY FOR THE BANK. THE EXPERIENCE WAS INVALUABLE AS IT INVOLVED WRITING OF COMPUTER CODES WITHOUT AUTOMATED DESIGN AND CODING TOOLS. FROM 1992 – 1996, IN LINE WITH THE BANKING CULTURE CHANGE TO SALES AND SERVICE FOCUSED, JIMMY WAS INVOLVED IN THE DEVELOPMENT AND IMPLEMENTATION OF THE SALES PLATFORM SYSTEM TOGETHER WITH OUR HONGKONG AND SINGAPORE COUNTERPARTS. AT THE SAME TIME, HE MANAGED THE CREATION OF VARIOUS CENTRALISED OPERATIONS FUNCTION THAT FACILITATED THE TRANFORMATION OF BRANCHES TO SALES AND SERVCE CENTRES.