Learning ITIL Poster 47 – Service Desk Structures

Published: December 12, 2017

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About this Resource:

In the ITIL framework, heavy emphasis is placed on the importance and value of the service desk within the service lifecycle. The service desk is an important operational function, but it needs to be adapted to suit the needs of the business.

ITIL promotes a number of different service desk structures, and this one, Local, is useful in specific circumstances.

This ITIL learning poster shows the pros and cons of this type of structure. Understanding the service desk structures is an important part of the service operation lifecycle stage.

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Content Expert:

Liz Gallacher

Liz provides consultancy and training on all aspects of IT Service Management but mostly focused on the ITIL framework. Her experience over the past 20 years has been a mixture of consultancy, training and implementation.She has worked for Central Government departments, global organisations, the NHS and many others and deliver training worldwide, with courses in India, China, Australia, New Zealand, the Philippines, Germany and South Africa as well as the UK.