Division 4.3.1 IT Service Desk

The Service Provider offers a consolidated IT Service Desk with Incident and Problem Management. The IT Service Desk extends the range of classical help desk services and offers a more global-focused approach, allowing business processes to be integrated into the CCN/CSI service management.

Indeed, the IT Service Desk not only handles incidents, problems and questions, but also provides an interface for other activities such as change requests, maintenance contracts, software licences, service level management, configuration management, availability management, security management and IT service continuity management.

The IT Service Desk also spontaneously notifies the Service Requester of any urgent information, thus acting as an information-dispatching centre for the Service Requester.

A Notification is defined as a message issued by the Service Provider warning Service Requester of an event that may affect the CCN/CSI operations: gateway unavailability, system outage, malfunctions, infrastructure maintenance or software update.

The IT Service Desk interface to Service Requester is achieved through the Service Provider contact point or through the ITSM Web portal, which provides on-line services to the Service Requester such as service call tracking; ACT and the CCN Web portal which provides CSI packages download area, access to statistics and monitoring information, etc.