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Local vs. centralized Service Desk

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Guest user Created:   Nov 25, 2016 Last commented:   Nov 25, 2016

Local vs. centralized Service Desk

What are the pro's and con's of a local service desk versus centralized service desk?
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Branimir Valentic Nov 25, 2016

Both of the solutions have some pros and cons. Here are the characteristics.
Local Service Desk:Physically situated on User site
- No language or cultural barriers
- Same time-zone
- Specialized User- groups
. specialized or Customer aligned Services including specific Knowledge
- Users have "VIP" treatment

Central Service Desk:
- Service Desk employees located at central site
- Cost-efficient
- Greater Call-Volume
- Higher Skill-Level
- "Training-effect"
- Additional local presence possible

Read the article "ITIL Service Desk types" https://advisera.com/20000academy/blog/2014/05/06/itil-service-desk-types/ for more information.
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Nov 25, 2016

Nov 25, 2016