ITIL Customer Service Desk Operations

A Service Desk, understands that information offers companies strategic advantages, ensures proper mechanisms are in place for operational incidents, problems and service requests to be analyzed, produced and distributed seamlessly. The best Service Desks manage information delivery by utilizing Information IT infrastructure Library (ITIL) best practices to deliver these services. The Service Desk is the first contact in an organization for any and all IT operational questions.

According to ITIL, the definition of a Service Desk is – A the single point of contact between users and IT Service Management. Tasks include handling incidents and requests, and providing an interface for other ITIL processes. The primary functions of the Service Desk are incident control, life cycle management of all service requests, and communicating with the customer.

Another definition of Service Desk is a center that provides a Single Point of Contact between a company’s customers, employees and business partners. The Service Desk is designed to optimize services on behalf of the business interfacing IT functions. Thus, a Service Desk does more than making sure IT services are being delivered at that moment, it coordinates the various operational lifecycles of software packages used in providing critical information flow for customers/users, by utilizing ITIL best practices.

These best practices enable an IT service provider to ensure end user data is being delivered consistently under many different scenarios. Since the Service Desk is a Single Point of Contact (SPOC) it understands that there are many reasons services can be interrupted. A Service Desk has the means within its hierarchy to monitor and manage each layer of service for incidents, problems as well as service requests from beginning to end. 

Target Audience: 
Customer service staff, supervisors/executives who have first line contact with customers. Any person who aspire to enhance their skills in ITIL Customer Service Desk Operations.
Course Methodology: 

Lectures, group discussions/presentations, case studies, Q & A, Assessment

Course Outlines: 

Day 1

Introduction to ITIL 

  • ITIL service cycle
  • ITIL definition of service desk/service
  • Service functions and drivers
  • Group work – Brainstorming “Drive the Drivers”

Group work – Brainstorming presentation

Service Big picture


  • Customer value
  • IT Service operations processes
  • Incident/Help/Service Desk
  • Group work – Service operations “Big 5s”

Roles: Individual and Team

  • Positioning
  • Team maturity and Positive Reinforcement

Individual Work

  • Use personal worksheet
  • To achieve “the impossible”, what’s most

Key Performance Indicators (KPI)

  • Service Level Agreements (SLAs)
  • SLO in SLA
  • Help desk KPIs

Day 2

Learnings recall of day 1 – Ball activity

  • Individual Activity – My “Self-positioning” statement
  • Incident and Problem Management
  • Incident/problem – “step 1”
  • Incident priority setting
  • 10 steps of incident management

10 steps of incident management (continuation)

  • Group work – Incidents Management
  • List 5 biggest challenges
  • Explain why
  • How to overcome
  • Group work presentation

Customer perspective – Effective communication

Individual Re-cap and evaluation

  • Based on evaluation question paper
  • Answer all questions (open book and 10 minutes time limit)


  • The meaning of “Empowerment” 
  • Complete Empowerment patterns analysis questionnaire
  • Based on questionnaire results, think about yourself
  • Make use of the analysis to cultivate an “Empowerment” mindset

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Contact Us

Email: [email protected]

Jimmy Ong Tel: ‭+60 16 216 1383‬ (Call on Whatsapp for free)