I got little busy recently, so I was unable to continue this topic further. In our earlier two blogs (Part I and Part II), we started talking about some of the ITIL specific details for implementing a Service Desk for Peoplesoft Incident Handling. I read some of the ITIL Version 3 Publications, mainly the Service Operation Book which is published as part of the ITIL Version 3 Core publication. There is lots of information provided in these ITIL Core publications. There are good ideas mentioned for IT infrastructure management related in these publications.

We need to talk about the requirements for the Service Desk Personnel. I believe that in Every Organization, People are really important as part of the Organization. Also, there is no point of defining processes if nobody is going to follow it. So, Developing Service Desk Personnel is important as part of the Service Desk Implementation.

ITIL Version 3 – Service Desk Organizational Structures
As per the ITIL Version 3 Publications, there are different types of Service Desk Organizations described that can be considered for implementations as per requirements for different type of organizations. For Peoplesoft, we can choose any one of the below model or a mixed one as per the requirements from our customers. Here are the Organizational Structures defined for Service Desk IT Function in the ITIL Version 3 Service Operation Core Publication.

  • Local Service Desk
  • Centralized Service Desk
  • Virtual Service Desk
  • Follow the Sun

Lets talk about each of the above service desk organizational structure and how they can be useful for different organizations for a Peoplesoft Applications. A Basic understanding of different Service Desk Models and their description will be useful before choosing a Service Desk Organizational Structure model for your PeopleSoft Support Organization.

  • The Local Service Desk may be useful for Peoplesoft Application Support when all the business users are located in a single office location (co-located). This kind of Service Desk model can be used when you want to work closely with the end users. Since, the service desk is co-located in the same place, this model improves communication with the users it serves. However the other issues are, this model can be expensive and sometimes we may not be able to use the Service Desk resources effectively (because the Service Desk personnel are just waiting for the limited number of users to contact them).
  • The Centralized Service Desk, as the name suggests, serves multiple user groups across different physical locations. This organization structure reduces the number of Local Service Desks by combining the Service Desks into a single location. The Centralized Service Desk improves efficiency and also it is cost-effective. The Service Desk personnel are located in a centralized location serving all the users across the organization, the users are spread across multiple locations.
  • The Virtual Service Desk is an extended Service Desk Organization Structure of the Centralized Service Desk. By using latest Information and Communication Technologies (ICT), the Service Desk Personnel can be located in various places, however using ICT, we can “virtually” present this group as a Service Desk. Using Offshoring, the Virtual Service Desk can be implemented. However cultural differences should be considered during implementation.
  • The “Follow the Sun” Service Desk Organization Structure is dispersed across the globe to meet 24 X 7 follow the sun service. One of the example can be setting up Service Desk in USA and India for providing Service Desk capability for PeopleSoft Applications.

A proper Service Desk Organization Structure should be considered for PeopleSoft Applications. A global company which spread across multiple continents should consider the Follow the Sun model and Virtual Service Desk model. A smaller company where most of the users are co-located, should consider implementing a Local Service Desk.

The Service Desk Personnel are important in making the Service Desk model to provide value to the customers. For PeopleSoft Application or for an ERP Application, a specialized Service Desk may be useful considering the skill level required for the Personnel. I am planning to write more about a holistic approach for implementing a Service Desk and other ITIL processes as per ITIL Version 3 Publications and with my experience.

We will talk more about ITIL and PeopleSoft in coming weeks. Until then.

Vijay Chinnasamy

Posted by Vijayakumar Chinnasamy
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December 8th, 2009

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