Assessment References
The involvement of second-line staff in the Service Desk is recommended, either on a full time or a rotational basis. These are generally the groups who provide operational documentation, introduce change, and provide training on new systems. Participating in the Service Desk is an excellent way for second-line staff to:
- better appreciate the customers business needs and demands, first hand
- better empathize with first-line staff, minimizing 'us and them' attitudes
- transfer knowledge about their speciality to other Service Desk personnel
- identify technical or procedural issues related to their speciality that would otherwise go unseen, and effect their remedy.
Second-line staff participation in the Service Desk is the first step to providing a truly business focused service team. In particular, this approach is strongly recommended when a new service is going live, as the first weeks of implementation can be the most traumatic.
It is also recommended that Service Desk staff be given the opportunity to spend time
Source: ITIL Service Management, Section 4.4.10