Building a World Class Service Desk
November 25, 2013
I’ve had the opportunity to work with many great End User Computing clients across North America. Most have a different business focus based on their respective verticals, but they’ve all had a service desk function organized to support their end user community – with as little as 2-4 team members and others as large as 25. All had one thing in common, the desire to “get more” out of their service desk. Here’s how:
4 Tactical Focus Areas for Creating a High Performance Service Desk:
1. People: Have I set expectations with my team members? Your service desk staff typically enjoys getting feedback that enables them to improve and validates their success. Set expectations with your team through a reoccurring feedback mechanism.
2. Process: Do I have processes in place to ensure great service? The end user community wants to contact the service desk and receive the same prompt service every time they call. Documentation and standard processes create confidence in your team and consistency in their performance.
3. Technology: Am I getting value from the tools and systems I have in place? Many organizations have difficulty using the technology in place to create business value. A tactical approach to automation and process fulfillment can improve the overall performance of your team and allow them be more effective.
4. Customer: Do I know what my customers think of our service? The consumerization of IT over the last several years has created an end user community that expects their technology to “just work”. Creating a feedback mechanism that empowers the voice of the customer, creates a caring work environment.
Our internal goal for any Long View service desk is to “put people back to work”, as quickly and efficiently as possible. In many organizations this goal is similar although service desk Managers or IT Directors are unsure how to drive their service to become a strategic part of their IT service delivery team. In order to create a high performing strategic service desk, assess and benchmark your Service Desk.
Service Desk Assessments should be ITILITSM (IT Infrastructure Library IT Service Management) focused and performed on existing service desks by ITIL certified consultants with extensive hands-on service desk experience. At Long View, we perform a series of short interviews with service desk, IT, and operations staff to become familiar with existing service desk operations. Initial data is gathered through a series of audits with questions that are categorized and scored based on a proven service desk maturity model. Once the overall service desk maturity is assessed, Long View provides a series of “Quick Wins” or recommendations to further enhance the maturity of a service desk. A Quick Win is identified as a small change or adjustment that can be made within 30 days to improve service delivery and increase the maturity of your service desk.
A formal plan is vital in order to develop a roadmap for your organization to build a long lasting, functional Strategic Service Desk.
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