Service Desk Review

The senior management of ITS wishes to review the current service delivery model for the Service Desk function. The aim is to adopt the best practice ITIL (Information Technology Infrastructure Library) framework for the provision of the Service Desk function across the full range of IT services offered by the Division, and reduce duplication and complexity where possible. A Review of the Service Desk function is appropriate within the Monash Quality Cycle framework for improving service delivery.

Customer facing services are currently provided by a number of organisational sections within ITS across a range of IT services and across a number of different locations and customer channels (web form, email, phone, counter).