ITIL 4 Service Desk case studies
ITIL 4 Service Desk · Put your knowledge to work in context.
The ITIL 4 Practice Manager – Service Desk Management credential is one of the ITIL 4 practice management qualifications offered in the PeopleCert certification portfolio. It is aimed at people who manage, lead or significantly influence a service desk: team leaders and supervisors, service desk and support managers, incident and request fulfilment coordinators, and ITSM practitioners moving from front-line support into management. The ITIL 4 Service Desk case studies are 5 cases and about 4,695 words.
1The Single Point of Contact That Users Route Around
FinBridge, a 4,200-employee financial services firm, runs a 26-agent internal service desk across Leeds, Manila and Dallas, covering 07:00–22:00 with no overnight shift. Monthly volume is around 9,600 contacts.
933 words, about 5 min2Defining One Practice on Top of Two Desks
Two insurers have merged. Desk A has 40 agents serving 22,000 users on ServiceNow, with a three-tier hierarchy, a formal priority matrix, published SLAs including 30-minute response for priority 1, 26,000 tickets a month, first contact resolution of 55% and satisfaction of 3.5.
937 words, about 5 min3The Business Case for Deflection
Northwind Retail's service desk takes 11,400 contacts a month from 19,000 store and head-office staff. Of these, 1,800 are password and MFA resets averaging 7.5 minutes, 2,400 are 'how do I' questions about the HR and stock systems, and the rest are incidents and other requests.
907 words, about 5 min4The Dashboard the Director Loves
MetroHealth's shared IT service desk has 55 agents and handles 18,000 contacts a month for 31,000 clinical and corporate users. The monthly operations report to the CIO shows 96% of calls answered within 60 seconds, average handle time of 9 minutes 20 seconds, agent utilisation of 91%, schedule adherence of 94%, 22 tickets closed per agent per day, satisfaction of 3.6 out of 5, and first contact resolution of 74%.
963 words, about 5 min5Follow the Sun, Lose the Thread
Vantage Software runs a 24x7 follow-the-sun service desk for 14,000 enterprise customers' administrators, with hubs in Singapore, Bucharest and Denver and 46 analysts. Support is delivered in English, German, French and Japanese.
955 words, about 5 min