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Service Desk Manager
I am about to be promoted to SD Manager. I have always been managing another team which is not related. Now I need to manage SD and I want to know what I should do to excel at it.
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ISO 20000 DOCUMENTATION TOOLKIT
Step-by-step implementation for smaller companies.
Find out more 
ISO 20000 DOCUMENTATION TOOLKIT
Step-by-step implementation for smaller companies.
Find out more
ISO 20000 DOCUMENTATION TOOLKIT
Step-by-step implementation for smaller companies.
Find out more
Expert
Branimir Valentic
Jul 04, 2019
Answer:
Service Desk is related to many activities in scope of the organizations' ITSM (see the article about SD types: "ITIL Service Desk types" https://advisera.com/20000academy/blog/2014/05/06/itil-service-desk-types/).
Therefore, you as a Service Manager have to consider services, people involved in SD activities, customers/users, internal organization, processes, tools in use, etc. So, as you can see, many (sometimes different) areas have influence on your activities. You can find more details in following articles:
"Service Desk: Single point of contact" https://advisera.com/20000academy/knowledgebase/service-desk-single-point-contact/
"What is the job of the Service Desk Manager?" https://advisera.com/20000academy/blog/2016/09/20/what-is-the-job-of-the-service-desk-manager/ e-job-of-the-service-desk-manager/
"Service Desk staff – a window to the IT organization" https://advisera.com/20000academy/blog/2014/02/18/service-desk-staff-window-organization/
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Jul 04, 2019
Jul 04, 2019
Jul 04, 2019