- [Instructor] Traditional service desk is
where the single point of contact for incident
and request handling.
An incident is where something is broken and needs fixing.
A request is where something is needed
that must be provisioned.
These traditional services are still part
on the modern service desk.
In traditional service desks,
continuous improvement was present,
but often relegated to the marketing copy
in outsource service desk contracts.
It was a secondary thing that was encouraged
and to be done as time allowed for both outsourced
and insourced service desks.
But it wasn't included as a core service
like incident and request handling.
In modern service desks,
agile continuous improvement is a first-class citizen equal
to incident and request handling.
A core service specified in outsourcing contracts
and an in-source service desk descriptions as such.
Here, we see definitions of incident and request management.
Basically if a service or app or device is broken,
or a user is blocked from working, it's an incident.
If the user is asking for something
that's a normal part of what is delivered in the service,
that's a service request.
Note here that we're focused on incident
and request management as a service.
That is from the perspective of what the user
sees and makes use of.
Incident and request management
also have associated process flows.
The backend that the user may not see
and is not concerned with other than how
it impacts the outcomes they seek.
Here, we have some examples of incidents
and requests to make things clear.
Note that the modern service desk doesn't force
users to use their language, incidents,
or service requests.
To the users, these are all just requests.
Instead, the right approach is to allow users
to make their requests in their own language.
On the modern service desk,
agile continuous improvement is a core service
right alongside incident and request handling.
Here, we see the definition
of the agile continual improvement service.
It's a service because users should see it as such
and see what is being adjusted and improved
in terms of service desk services and service levels.
Here are some examples of what the service does can improve
using agile, continuous improvement.
As you can see, these improvements are spread
across the elements that make up a service desk,
services, channels, staff, processes, and tools.
It's wise to portion improvement efforts
across these elements appropriately.