The follow-the-sun service desk includes two or more service desks located at different geographical areas, which provide 24-hour service to users. Now, if there is a need to implement b… You can skip to the end and leave a response. Call centers only exchange information and do not indulge in resolving technical issues. ITIL v3 Foundations Module 6: Functions 10 Organizational Structure 3. ITIL v3 Foundations Module 6: Functions 9 Organizational Structure - single, centralized Service Desk 8. The fourth model is follow-the-sun. The “Follow the Sun” Service Desk Organization Structure is dispersed across the globe to meet 24 X 7 follow the sun service. At the moment we have two main regions UK and Canada and each region has an Incident manager to handle incident and Ticket manager to allocate help desk tickets and monitor environment in real time . Mary is a leading trainer in Microsoft® and Business Applications. SRE as a way to reach customer happiness. Questions are organized by: ITIL Processes, People, Process, Technology (ITSM Tools) and Project Management related to IT Service Management (ITSM). Maybe try searching. Pros: Resiliency is the biggest advantage in such a model. Production Service Desk c. Local Service Desk d. Virtual Service Desk b -Centralized Service Desk, Local Service Desk, Virtual Service Desk, and the Follow the Sun approach. ITIL describes itself as a set of best practices for managing IT services. Follow The Sun: Some global or international organisations may wish to combine two or more of their geographically dispersed Service Desks to provide a 24-hour-follow-the-sun service. Follow the sun A. These days, you don't find a service provider or a product company that does not have a call center. In some countries, staffers will need to be paid extra if they are to work beyond a certain time in the evening; this model eliminates this burden. In a service desk, a service desk agent communicates with the user/customer (as in a call center) and alongside, they interact between the technical people who resolve issues, third party service providers, and other departments within the company. The “follow-the-sun” support model was originally developed to provide round-the-clock customer service and has by now been widely adopted by companies around the globe. Calls from the Indian location would land in the India service desk, UK calls in the UK service desk, and so on. A service desk can be implemented in a number of ways. All rights reserved. The Follow the Sun Service Desk. […] Skip to content ITIL foundation Exam Online Test & samples Abhinav Kaiser is a veteran in service and in project managements. 'Follow the sun' is a form of virtual service desk, with calls routed according to the time of day. Follow-the-sun is where global corporations have to combine two or more geographically dispersed service desks to provide 24-hour follow-the-sun coverage. And, it is up to the company to decide on the extent of centralizing it. Information Technology Infrastructure Library certifications cover the concepts and methods on the best practices of IT service management. Please use the hashtags #itsmf #smdays so we can like, share, and follow your posts. We have the complete list of popular ITIL-F Test Experience exams. In between a call center and a service desk, you have another entity called as a help desk which is not a part of ITIL®. The Follow the Sun Management process involves staffing network data and operations centers around the world in different time zones. Coordination will be the biggest challenge and you would need able managers to run the show ably, and as you would expect, good managers come at a cost, usually inflated. And, calls made by the customer land in a call center and a call center employee's communication does not go beyond customers and vice versa. Hence, the name Follow the Sun. It is a tactical organization created to provide help to mostly outside customers over and over again. The primary objective of ITIL service desk function is to support the IT Organization by ensuring the accessibility and availability of the IT Services and by performing various supporting activities. ITIL® should be used with other best-practice approaches, e.g. ITIL 4 Foundation Certification : The Service Operation phase of the ITIL v3 Foundation Certification exam is covered here with an introduction of Service Operation and how service. You can follow any responses to this entry through the RSS 2.0 feed. ITIL® governance is followed primarily in the service industry. A company without a service desk is like a football team that zips its mouth throughout the game. Used under license of AXELOS Limited. There are one pair of command centers, follow the sun world wide, that look for all IT incidents and manage the recovery of those incidents. Follow-the-sun is a workflow model in which work is passed on to the offices located in different time zones. For the best possible experience on our website, please accept cookies. Copyright © 2021 Dion Training Solutions, LLC. The answer lies in the fact that every worker of our company is dedicated to perfecting our ITIL-F Test Experience exam guide. 2, 3 and 4 only C. 1, 3 and 4 only D. 1, 2 and 3 only: Definition. Standards. 1, 2 and 4 only B. For more information about the cookies we use or to find out how you can disable cookies, click here. While SRE is more popular between startups, ITIL … ITIL V3 Foundation - This course will divide the IT framework into its five core lifecycle phases and reviews the processes, sub-processes, and evaluation metrics (KPIs) associated They do not liaise with any other resolver groups, third party service providers and other departments. Our “follow-the-sun” agenda is available in your local timezone on Hopin and Guestboard. It looks like the link pointing here was faulty. Perhaps one of the most popular initiatives presented by the ITIL, which is also credited by Proctor & Gamble with saving a great deal of money, is the “Follow the Sun” management process. 71) Which of the following ITIL Core volumes relies on practices and methods from Quality Management, Change Management, and the enhancement of capabilities? About this author: Mary McKinley. Cons: It may not be as cost effective, because you would need a dedicated management to keep a finger on the service desk's pulse. Follow the sun A. The concept works something like this: During the US day time, service desk in the US is operational, and all calls from each of the eight locations land in the US service desk. the concept of "follow the Sun" . Follow the Sun – the most challenging type of Service Desk that supports customers around the globe. The Follow the Sun service desk works best for larger organizations with bases spread across the globe, similar to our example. Users and the service desk personnel can relate to each other which can lead to a better understanding of the issues on hand, followed by quick resolutions. ITIL® is best practices guidance. Public frameworks. 4. 1,2 and 4 only B. One of the example can be setting up Service Desk in USA and India for providing Service Desk capability for PeopleSoft Applications. ITIL® is a Registered Trade Mark of the Cabinet Office. 1.1.2. Follow the Sun Many global or international organizations may wish to combine two or more of their geographically dispersed Service Desks to provide a 24-hour follow-the-sun service to Business. ITIL is vendor neutral 2. Yet whether and when to adopt this support model is a question just about every growing business comes to face. To explain the different types of service desks, I'm going to consider an example of an organization which is located in eight locations around the globe. Follow the sun A. Calls, incidents, problems and service requests are passed between groups in different time zones. ITIL Foundation Certification Exam Your company has spent the last 12 months working on a new improvement to the customer relationship management software in an effort to increase customer satisfaction by 4%. Customer satisfaction will boom as well. Your company has decided to use work-from-home employees to fulfill its service desk requirements. According to ITIL V3 model, service-desk is a function under service operations responsible for coordinating and conducting the processes and activities needed to manage services for business end users and customers based on the previously agreed service level agreement (SLA) terms. An organization needs to be prudent in choosing the one that's most appropriate for them. If this message remains, it may be due to cookies being disabled or to an ad blocker. Service desk is best suited for service organizations, although non-service organizations can easily customize the concept to suit their needs. He holds PMP, ITIL© V3 Expert and Cobit 5.0 certifications and is an accredited ITIL© trainer. Each provides the guidance necessary for an integrated approach, as required by the ISO/IEC 20000 standard specification: • Service Strategy • Service Design Follow the Sun; Answer : IT Help Desk Explanation IT Help Desk is a generic term and not a organizational structure like the Local Service Desk, Virtual Service Desk, and Follow-the-Sun … For example, maybe your organization has three service desks, one in London, one in New York, and one in India. Call centers have become an integral part of the system, and one cannot imagine living without them. If any of the service desks are down, the company will have at its disposal other service desks that can take over, and hence eliminate single point of failure. A help desk is a call center which is capable of resolving technical issues. We use cookies to make interactions with our websites and services easy and meaningful. Dion Training Solutions, LLC is an Accredited Training Organization for ITIL®, PRINCE2®, and PRINCE2 Agile® by PeopleCert on behalf of Axelos. So, their interactions are multi-dimensional and apart from the communication, there are other responsibilities that are bound to the service desk function which I am going to discuss in the reminder of this article. At Logitrain, in Melbourne, Sydney, Brisbane, Adelaide, Canberra, Perth our ITIL course focuses on helping students to fully understand and get certified through our training and passing the official certification exam. Let us now discuss the follow-the-sun service desk. Being a single and first point of contact with customers/users, resolver groups, third party service providers and other departments, is not the only responsibility of the service desk, although it is their primary role. Hi Guys I am trying to setup a follow the sun support using SCOM . Follow-the-Sun Service Desk Namun dari semua jenis Service Desk tersebut terdapat beberapa persamaan dalam hal alur kerjanya, hal ini dikarenakan Service Desk merupakan sebuah fungsi dan bukan proses, sehingga pada dasarnya Service Desk tidak memiliki workflow. At the end of the day, it is the company's decision and they will need to think over cost implications mainly, along with availability of personnel, office space, etc. Thousands of changes are ITIL V3 – Service Operation - Página: 2 de 396 The ITIL Core consists of five publications. There’s one change management process. Information Technology Infrastructure Library (ITIL®), Access thousands of videos to develop critical skills, Give up to 10 users access to thousands of video courses, Practice and apply skills with interactive courses and projects, See skills, usage, and trend data for your teams, Prepare for certifications with industry-leading practice exams, Measure proficiency across skills and roles, Align learning to your goals with paths and channels. But, what they fail to understand is that the service desk integrates different departments of the company, and can help a smooth passage of communication if used strategically. In Information Technology Infrastructure Library (ITIL®) framework, the first point of contact or the SPOC is called as the service desk. The need for such a call center is to provide a contact line from the company, or as it's called in IT terms, a single point of contact (SPOC). 1.1.1. If the organization decides to set up a service desk in each of the eight locations, they would be setting up a local service desk. Also, any breakdown in the calling infrastructure or issues with telecom service providers will hamper the purpose it is set to serve. As the name suggests, the service desk is located centrally and all company locations dial into the centralized service desk. Follow the Sun is a support model which works best for service desks that work around the clock, i.e 24 hours a day and 7 days a week. Pinging is currently not allowed. ITIL Core Concepts 1.1. You can say that a call center is the interface between a customer and a company representative. The organization will have to set up eight service desks around the globe, which includes personnel, infrastructure and management around it. ITIL 4 Training by Nooreddin Tahayneh, ITIL 4 MP, ITIL Expert, PMP, PgMP, PMI-RMP, PMI-ACP, PMI-SP, PMI-PBA, PRINCE2, TOGAF, ArchiMate 3, COBIT 5, PMD Pro 140 24. Correct Answer: A: Term. Finds answers to ITIL frequently asked questions (ITIL FAQ). In Information Technology Infrastructure Library (ITIL®) framework, the first point of contact or the SPOC is called as the service desk. For example, a service desk located in Asia-Pacific region may handle customer calls in the daytime. Call Center is a function organized to provide rudimentary info and help to customers regarding one simple technology or area of knowledge. ITIL provides the what. Pros: Centralized service desks ring several bells, the most important being costs. ... 2015 at 10:58 am and is filed under ITIL. He advises businesses, organizations and enterprises on how to build service management framework and deliver value. In this part of our 5 part guide to the ITIL Service Desk Structure, we'll take a look at 'Follow the sun' and explore exactly what that means. 1. Cons: Local service desks are expensive. He is currently penning a book on communication in organizations, specifically aimed at IT departments. For additional details please read our privacy policy. a. We can strategically place service desks in the US, Australia and India to provide 24X7 support to all locations. You have disabled non-critical cookies and are browsing in private mode. Procter & Gamble implemented ITIL's "Follow The Sun" management process, which entails staffing data and operations centers around the world according to time zone. ITIL represents best practice A. ITIL v3 Foundation Exam by Charles Truong 1. Dion Training Solutions, LLC is a Platinum Partner for the CompTIA certification exams. It also aims to act as a single point of contact (SPOC) for reporting all the incidents, problems, and service requests. ITIL promises cost savings and IT operational efficiencies, implementing the same processes for, say, change management across what still remain IT silos -- network, system, application, database, help desk and service management -- would pose a challenge for most corporate IT departments. Follow the Sun is a support model which works best for service desks that work around the clock, i.e 24 hours a day and 7 days a week. At different stages of issue resolution, they have to communicate with the users and other stakeholders apprising them of the resolution status. All of … 1, 2 and 4 only B. I have included the Call Center in the subject just to augment the nonsense of the question. Sign up for a free 3-day trial to get access to TrainSignal's entire training library, including project management training for ITIL® v3 Foundations.ITIL® is a Registered Trade Mark of the Cabinet Office. 1.1.3. Find answers to questions you have when implementing ITIL to improve your IT Service Management. Pros: Being a local service desk, lingua franca can be the mode of communication. Follow the sun: (ITIL Service Operation) A methodology for using service desks and support groups around the world to provide seamless 24/7 service. It does not prescribe actions 3. Two of their offices are in Australia, one in India, one in the UK and two in the US. Which of the following are reasons why ITIL is successful? 2, 3 and 4 only C. 1, 3 and 4 only D. 1, 2 and 3 only Show Answer A. We’ll share posts on our social media sites, so please follow … One of the example can be setting up Service Desk in USA and India for providing Service Desk capability for PeopleSoft Applications. Cons: As the saying goes, further the distance, farther the heart; the personal touch imparted by a local service desk is an obvious miss. You get the idea, right? FOLLOW THE SUN – is the type of global support workflow in which tasks are passed around depending on time zone and its business hours. ITIL as a Good Practice Framework. The service desk is responsible for taking ownership of issues that are reported by users, and track the issue until closure. CompTIA® is a registered trademarks of The Computing Technology Industry Association, Inc. All rights reserved. Strategically place service desks in the UK service desk works best for larger with! Across the globe to meet 24 X 7 follow the Sun service our company is dedicated perfecting..., any breakdown in the US, Australia and India for providing service desk is like a team... Help to mostly outside customers over and over again industry Association, Inc. all rights reserved for. More Information about the cookies we use cookies to make interactions with our websites and services easy meaningful... Trademarks of Axelos organization Structure is dispersed across the globe to meet 24 X 7 the. 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