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Last updated on 2024年9月27日

How do you define and communicate the scope of your service desk in your IT service catalog?

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The service desk is the primary point of contact for IT users who need support, information, or access to IT services. But how do you define and communicate the scope of your service desk in your IT service catalog? The IT service catalog is a document that describes the IT services that are available, how to request them, and what to expect from them. It is a key tool for managing user expectations, improving service quality, and aligning IT with business needs. In this article, you will learn how to:

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MohammadAli Arab Yarmohammadi

ITS Service Desk Manager at MTN Irancell (Aryahamrah Co.)
Elago Namwandi

IT Service Desk Agent @Capricorn Group | IT Support, Microsoft 365 Expert
Amit P.

ITIL?4 Certified | Service Delivery | Infrastructure Management | Project Management | IT Operations

1 Identify the service desk functions

The first step is to identify the functions that your service desk performs, such as incident management, request fulfillment, problem management, or access management. These functions are based on the ITIL framework, which is a set of best practices for IT service management. You should also define the roles and responsibilities of the service desk staff, such as service desk analysts, managers, or specialists.

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Elago Namwandi

IT Service Desk Agent @Capricorn Group | IT Support, Microsoft 365 Expert
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To define and communicate the scope of your service desk in an IT service catalog: Service Description: Clearly outline the specific services provided (e.g., incident management, request fulfillment, troubleshooting). Service Boundaries: Specify what is and isn’t covered, including supported systems, applications, and user groups. SLAs and Expectations: Detail service level agreements, response times, and resolution targets to set clear expectations. Contact Information: Provide channels for accessing the service desk (e.g., phone, email, portal). Responsibilities: Define both user and service desk responsibilities, ensuring mutual understanding of roles. Availability: State the hours of operation and any after-hours support options.

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2 Define the service desk levels

The next step is to define the levels of your service desk, which indicate the complexity and expertise of the support provided. For example, you may have a tiered structure, such as level 1 (basic), level 2 (intermediate), or level 3 (advanced). Alternatively, you may have a single point of contact (SPOC) model, where the service desk handles all types of issues and escalates them to other teams if needed. You should also specify the criteria and process for escalation.

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MohammadAli Arab Yarmohammadi

ITS Service Desk Manager at MTN Irancell (Aryahamrah Co.)
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We have these levels in our team: Trainee, Junior, Junior 24*7, Advance, Senior, Superviser, Team Leader, and Manager By having these roles, QA , supervision and different levels of tasks are dispatched withing team members.

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3 Describe the service desk hours

The third step is to describe the hours of operation of your service desk, such as 24/7, business hours, or extended hours. You should also indicate the availability and response time of your service desk, such as how long it takes to answer a call, resolve an issue, or fulfill a request. You should also mention any exceptions or limitations, such as holidays, maintenance windows, or priority levels.

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4 List the service desk channels

The fourth step is to list the channels that your service desk uses to communicate with users, such as phone, email, chat, web portal, or self-service. You should also explain the advantages and disadvantages of each channel, such as speed, convenience, or quality. You should also provide the contact details and instructions for each channel, such as phone number, email address, or URL.

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Daniel Greile

Improve your Workflow | ITIL | Matrix42 | Fast and Furious Service Management
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Multichannel vs Omnichannel ist hier das Stichwort. Die Zeit hat sich ver?ndert. Zukünftig müssen Anfragen nicht nur per Mail, Portal oder telefonisch entgegengenommen werden. Die unterschiedlichsten Collaboration-Tools werden in den Prozess eingebunden werden. State of the Art ITSM Tools bieten die M?glichkeit an, die Informationen aus den unterschiedlichen Kan?len zu zentralisieren. Der Service Desk Mitarbeiter hat somit gebündelte Informationen an einer Stelle.

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5 Link the service desk services

The fifth step is to link the services that your service desk provides or supports to the IT service catalog. You should also describe the scope and benefits of each service, such as what it does, who can use it, and why it is valuable. You should also provide the details and requirements for requesting or accessing each service, such as forms, approvals, or fees.

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6 Publish and update the service desk scope

The final step is to publish and update the scope of your service desk in your IT service catalog. You should also communicate the scope to your users, stakeholders, and other IT teams. You should also solicit feedback and monitor the performance and satisfaction of your service desk. You should also review and revise the scope regularly to reflect any changes or improvements in your service desk.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Amit P.

ITIL?4 Certified | Service Delivery | Infrastructure Management | Project Management | IT Operations
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Defining and communicating the scope of your service desk in the IT service catalog involves clearly listing all services offered, such as incident management and request fulfillment, while specifying what is included and excluded to manage expectations. Document procedures for accessing these services, including submission processes and expected response times, using straightforward language for clarity. Highlight service level agreements (SLAs) and performance metrics to set clear expectations, and consider incorporating visuals like flowcharts for better understanding. Regularly update the catalog with any changes and promote awareness through training and internal communications to ensure all users are informed about available services.

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How do you define and communicate the scope of your service desk in your IT service catalog?

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1 Identify the service desk functions

2 Define the service desk levels

3 Describe the service desk hours

4 List the service desk channels

5 Link the service desk services

6 Publish and update the service desk scope

7 Here’s what else to consider

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