IP project

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DateContents
TOC o “1-3” h z u 1.0 Introduction PAGEREF _Toc526774132 h 12.0 Centralized helpdesk PAGEREF _Toc526774133 h 13.0 Decentralized structure PAGEREF _Toc526774134 h 24.0 staffing structure PAGEREF _Toc526774135 h 2Roles and Responsibilities PAGEREF _Toc526774136 h 2Tools and Technologies PAGEREF _Toc526774137 h 2IT Systems Support PAGEREF _Toc526774138 h 2Processes and Problem Resolution PAGEREF _Toc526774139 h 2Performance Management PAGEREF _Toc526774140 h 2
1.0 Introduction
The major aim of a service desk is to restore normal services to the users as swiftly as possible. Several factors influence the operation of a service desk. They include the technology supported, location and diversity of the services. There are centralized and decentralized types which can be adopted by the organization. Through understanding the benefits of both centralization and decentralization, the organization will understand which structure fits its plans to achieve the set objectives.
2.0 Centralized helpdeskIt is an easy task to minimize the number of Service Desk by merging into a single location by drawing the staff into a single or more centralized structure. This type is more efficient and cost-effective since it requires a fewer number of the staff to deal with a higher number of calls. Moreover, it can result in a higher skill of familiarization through a higher frequency of events, and it needs a constant form of local presence to handle the physical support needs.

3.0 Decentralized structureDecentralization is an approach whereby various departments have varied IT needs and strategies. The approach gives some room for each business unit to choose the best software and hardware that suits their exact needs. The approach allows fast response to new changes in IT requirements since it is easier for departments to make independent decisions, it makes telephone networks to be more resilient, and it reduces redundancy.
4.0 staffing structureThere are five main staffing structure which can be applied to staff a help desk
Pool staffing is a set up where any service request is allowed to the centralized location which is then handled by the next helpdesk user. With dispatch staffing, the service requests are gathered by the employee who then directs to their respective point to be handled. A tiered staffing type is split into multiple groups. Here, the problem is solved by the first line specialist. It is escalated to the second line if not solved and more. Specialized staffing is made of the productivity and business models. The product model has different groups, and each has a definite responsibility while the business structure is divided into units they offer support. The method staffing is arranged by means in which support is provided. One batch of the group is concerned with telephone requests, the other one on emails and the third one on web requests.
Roles and ResponsibilitiesTools and TechnologiesIT Systems SupportProcesses and Problem ResolutionPerformance Management