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.
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.
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.
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.
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
located at. This means that other shutel hotels are not going to be able to
benefit from this service desk.
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 management
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 determining 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 advantages
above but here are a few more
Automated 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.
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
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 a minimum.
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
Access management is the
process of giving official users the right to use a service, while not allowing access to the users who are not authorised. Access management is also referred to as rights management or identity management.
of the access management process are to properly respond to requests for
granting access to services, restricting the access rights or changing the access
rights, this in turn ensures that the rights that are provided/changed are
An aim of
access management is to Grant access to services, service groups, data or
functions, if they are entitled to that access
Access management makes sure 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
numerous values of access management, this includes:
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