In this report I will be applying and linking the three
different service desk implementations to the case study in which I have
previously read. I will then decide on which is the best and most favourable
out of the 3 service desk implementation in relation to the shutel hotel chain
company, which is what the case study is based on. In addition to this I will
also be going over the 4 different ITIL areas (events, incidents, problems and
access management) and discussing how the shutel service desk handles and
prioritises each area. Finally I will be highlighting the each of the key
differences between the ITIL processes. At the end of my report I will have all
of my references and I will also make sure to use citations on any sources
which I may have used to complete the task.
Service desk implementation.
There are 3 different service desk implementations, local,
central and virtual service desk. In this section of my report I will be
applying and analysing how shutel could use each of the service desk
implementations and weighing which one I believe to be more practical.
Local service desk
The local service desk is usually used to help with communications,
this could either be due to certain factors such as language or cultural
differences. The local service desk is usually located within or close to the
community in which it serves which provides a local presence within a specific shutel
hotel. This service desk does not support the whole business but rather
supports the specific sit/operation in which it is located at. However a
downside to this service desk is that due to the high number of calls that the
service desk may receive and the minimum staffing that it requires.
Centralised service desk
This service desk is very cost effective as it allows fewer
member of staff to deal with a higher number of calls. This service desk
supports the whole business needs. Though there might still be a need for a
central presence within the body, the staff can usually be handled and
controlled from a central desk.
Virtual service desk
Due to the internet and technology this service desk is very
useful as work personnel can be split across numerous geographical locations.
At the same time this service desk can also give the impression that is a
centralised service desk due to there being a simple contact point for
customers which is similar to the centralised service desk. However a downside
to the virtual service desk is that it is invisible to customers and the
contact between the personal and the customers is not face to face which could
somewhat cause an element of distrust and dissociation between personnel and
In my opinion I believe that the centralised service is the
most practical and efficient of the three service desk implementations of which
I have gone over for shutel. firstly I believe that the centralised service
desk is cheaper than the other two service desk implementations, this is due to
there being only one service desk that is linked to multiple hotels in
comparison to the local service desk which is just for one specific location
and in contrast to the virtual service desk where the contact between the
customer and the personnel is not done face to face/over the phone, which in
turn takes longer for the request to be carried out. In addition to this there
are also less staff member as there is only one service desk this therefore
means that staff member become highly qualified and very skilled, this is due
to them being the only ones dealing with the customers on a consistent basis.
I do not recommend the virtual service desk as it is more
expensive than the other 2 which increases the cost in comparison to them. The
virtual service desk also takes a lot longer to process the request of the
customer due to the requests being submitted through technology.
I also do not recommend the local service desk because this
service desk implementation is only beneficial to the site in which it is
in order to know which
ITIL process should be
prioritised, I must first discuss each of the processes and evaluate and
analyse what each of the processes can do to benefit shutel.
the process that is
responsible for managing certain events within a business is called the events
managemnt ITIL process. The events management process provides different
benefits to the business for example it provides ability to detect events within the business after detecting
these events this ITIL process then
attempts to make sense of these events within the business before determing the
right control action to take hence why the events management process is knows
as the he basis for operational monitoring and control.
there are numerous advantages for the events
management process for example. I have already mentioned one of the advanges
above but here are a few more
detection takes into consideration significant alerts or
notifications, thus removing the need for expensive and resource-intensive
real-time monitoring, while reducing downtime;
an event to a group that responds quickly improves the availability and
allows system capacity tracking.
different types of events
there are 3 different types of
events, warning, information and exception
information is a type of event
event that does not require an action. This type of event is usually used to check the status of an equipment or a service
to measure the success of a transaction/activity.
warning is a kind of event that indicates the approach of a threshold. It also
Indicates that the situation should be checked and the appropriate actions
taken to avoid an exception/failure. The warning usually means that there is an
unfamiliar activity. This means that that the situation should be severely
monitored. In a few cases the situation could resolve itself.
exception is a type of event that indicates that an equipment functions are
abnormal, which could cause a negative impact on the activities of a business
activities, in this case shutel’s business activities. Examples of some of
these abnormalities include when a server goes down, when a lot have
people have simultaneously logged into an application or certain requests are
not being responded to by a network
make it a little easier to understand here is a diagram that shows the process
An incident in terms of ITIL
is an accidental disruption to the quality of an IT service.
Incident management is
the process in which there is an attempt to return service to usual as swiftly
as possible after there has been an incident, this is done in a way that has
little impact on the business.
Incident management is extremely noticeable in the
business, meaning it is easier to validate its value than a lot of other areas
in service operation. This is the main reason why Incident management is
usually one of the first processes to be executed in a business.
Problem Management is the
ITIL process that is in control of managing the lifecycle of all problems.
The objectives of problem management are to stop incidents/problems from happening
and to make sure that the incident/problems that cannot be avoided, are kept to
Problem Management also maintains the information about problems
and suitable resolutions. This means that the business then becomes capable of reducing
the quantity and impact of the incidents over time.
Even though incident and problem management are different
processes, they are still somewhat tied together, they will usually use similar
tools, and may sometimes use similar categorization, impact and priority coding
Problem Management works with Incident Management
and Change Management to guarantee that there is an improvements on the
quality and availability of IT Services. When the incidents are fixed, the way
in which the incident was fixed is saved. This means that over time the
information saved is used to speed up the resolution time and to identify
permanent solutions, reducing the amount and the resolution time of incidents.
This results in a smaller amount of downtime and less disruptions for the
enterprise critical systems.
Access management is the process of giving official users the right to
use a service, while not allowing access to users who
are not authorised. Access management is also referred
to as rights management or identity management.
The objectives of
the access management process are to, Efficiently respond to requests for
granting access to services, changing access rights or restricting access,
ensuring that the rights being provided or changed are properly granted
Grant access to services,
service groups, data or functions, only if they are entitled to that
Oversee access to services
and ensure rights being provided are not improperly used,remove access
when people change roles or jobs
Access management is
effectively the execution of the policies in information security management.
In that it enables the organization to manage the confidentiality, availability
and integrity of the organization’s data and intellectual property. Access
management ensures that users are given the right to use a service, but it does
not ensure that this access is available at all agreed times this is provided
by availability management.
The value of access
Ensuring that controlled
access to services will allow the organization to maintain effective
confidentiality of its information
Ensuring that employees have
the right level of access to execute their jobs effectively
Reducing errors made in data
entry or in the use of a critical service by an unskilled user (e.g.
production control systems)
Providing capabilities to
revoke access rights when needed on a timely basis, an important security