Brisbane City Council

Question: Explain how does ict helpdesk of Brisbane city council collaborate with process of service operation PHASE Service operation phase Event management Incident management Request fulfilment Problem management Access management Monitoring Control IT Operations Management Service Desk Answer: Introduction Brisbane city council serves more than a million residents and is the largest local government in Australia which is spread over 26 wards. There are more than 8200 employees engaged with the council in a number of different departments. Sustainability has always been a prime aim for the council and a number of campaigns and awareness programs have been organized to achieve the same. ICT Helpdesk Service Operation Phase Service Operation Phase This is the phase in which the focus is upon the principles and operations that would be performed by the organization. Coordination and overall management of the activities is done in this phase to ensure the smooth functioning of all the underlying departments and services (axelos, 2016). ICT helpdesk of Brisbane city council collaborates with this phase by: Maintaining and managing the end-to-end service Making sure that there are lesser occurrences of the incidents that may cause disruption of services Resolution of the incidents in a quick turnaround time Ensuring that proper training is given to the staff Maintaining proper communication with all the concerned parties Correct prioritization of requests and issues (Chung, 2014) Event Management Event in the world of IT Service Management is defined as a change or an alteration of a state that may have an effect on the management of the service or the configuration item around the same. The management of the same results in control of the IT services and operations. ICT helpdesk plays a significant role in this area as well by: Providing of the mechanism to detect the defects at an early stage to manage and control the same in a timely manner Quick response when an event is reported (Docs.octopus-itsm.com, 2016) ICT helpdesk categorizes the events in three categories as Types of events Incident Management Incidents are the events which lead to disruption of services or have the ability to reduce the quality of the same. ICT helpdesk manages these incidents for the Brisbane city council by: Logging the incidents with all the required information present in it such as name of the reporter, date and time associated with the occurrence of the incident, brief description of the incident and a unique identification number assigned to the same. Categorizing the incident on the basis of its severity and impact. The category would describe the type and nature of the incident which would help in the timely resolution of the same. Prioritizing the incident correctly so that the incidents with a higher priority are paid extra attention. Response to the incident is one of the major activities that is performed by the ICT helpdesk and it includes initial diagnosis of the incident, incident escalation and also the investigation and closure of the same (Atlassian, 2016). Request Fulfillment There are a number of requests that are raised by the users which may revolve around minute to significant changes for the organizations. These requests are managed and handled by ICT helpdesk of Brisbane City Council. Give a solitary, reliable procedure through which clients can access standard administrations Improvement in customer satisfaction through accurate handling of all the requests Providing a proper answer to the inquiries Coordinate the provisioning of administrations, and also making sure that the client is properly happy about the decision and the path that is followed Helpdesk collaborates with the other departments to handle the requests in the following manner: Figure out whether it's a request. Assemble required customer data and information Understand client needs and come up with an accurate solution Set up need, and set client desire for satisfaction time period. Track status of requests. Is the client privileged to put up the requests in front of the management? Has budgetary endorsement been conceded? (in the event that appropriate) Coordinate administration provisioning with fitting provider(s) Have a constant discussion with the clients to gain the feedback on the delivered solution to the request and make sure that the expectation are fulfilled (Sanker, 2013) Problem Management Problem Management exercises result in a decline in the quantity of occurrences by making auxiliary answers for mistakes in the framework and furnish Incident Management with data to go around blunders to minimize loss of administration. The Problem Management process has both receptive and proactive perspectives. The receptive angle is worried with taking care of problems in light of one or more episodes. Proactive Problem Management concentrates on the aversion of occurrences by recognizing and taking care of problems before episodes happen. ICT helpdesk collaborates with the same to bring about the following advantages for the Brisbane city council: Prevent the problems or any such activity from taking place at the first place Control and minimize the occurrence of any such event Making sure that there are no repetitions of such events in future (itsm.ucsf.edu, 2016) Access Management Access control and management are the prime activities that are must to include in the services architecture of any organization. There is a significant increase in the security incidents in the past few years and it is essential to manage the access rights correctly to prevent an unauthorized access to the system. ICT helpdesk collaborates with the area to make sure that the following are maintained for the Brisbane city council and its services: Availability of the system and its services at all places and at all times Confidentiality of the data and information present in the system Integrity of the information associated with the services Authenticity of the users to prevent unauthorized access (VijayaKumar, 2012) Monitoring Control Monitoring and control revolves around the set of activities and practices that are used to keep a check on all the functions and tasks taking place is a particular department and the organization as a whole. ICT helpdesk collaborates with this area by recording any disruptions from the defined path and the control and prevention of the same. IT Operations Management It is one of the key departments of any organization and the case is the same for Brisbane city council. ICT helpdesk collaborates with it to: Troubleshooting of the applications Make sure that all the jobs run on the scheduled time without any delays Keep a check on the performance and the related issues Integrate specialized equipment with the specific applications (, 2015) Service Desk This is an area which closely works with the ICT helpdesk for the handling, management and resolution of all the events such as incidents, problems, issues and disruptions related to the Brisbane city council. References , V. (2015). What Does IT Operations Management Do (ITOps)?. 20000Academy. (2013). ITIL Service Transition: Overview of the Basics. Apmg-international.com. (2016). ISO/IEC 20000 Certification | APMG-International. Atlassian. (2016). Nailing the Incident Management Process | IT Unplugged.