Learning ITIL Poster 49 – ITIL Centralized Service Desk

Published: January 13, 2018

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About this Resource:

ITIL does not specify the structure of the service desk, it simply provides guidance on what is possible, and has been seen in best practice in the real world.

There are a number of service desk structures in the framework, and in this structure we look at a relatively commonly used approach, that of the centralized service desk.

In this resource, we briefly explore the advantages and disadvantages of the Service Desk, which are dependent on the organizational structure overall, and the nature of the calls taken by the service desk from the user base.

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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.