The best sources of IT service management (ITSM) and service desk (and possibly even customer service) advice?" There are of course many paid-for information sources, such as industry analyst firms, and while I might cheekily state that people should seek help and advice from their ITSM or service desk tool provider - I'll no doubt eventually get around to listing some of the best ITSM blog sites on the Internet.
The service desk and its people are, there will always be issues that need escalation and underpinning support from other teams. Support and development teams need to work in close collaboration with the service desk to present and deliver a ‘joined-up’ approach to users and customers.
We provide all clients access to our 24x7 Help Desk Services, manned by a team of trained experts on hand 24 hours a day, 7 days a week.
1. Determine what’s actually needed by your organization rather than following the herd. For instance, self-service might not be needed or it might never work given your company’s structure or culture.
2. Understand what customer experience is. In particular, versus customer service, customer satisfaction, and user experience.
3. Look to better outcomes rather than the blind adoption of new processes or additional technology. So this is “we want to improve service quality and speed” rather than just “we need self-service technology.”
4. Distinguish between the things that have been proven, by others, to make a difference and those that are just “good ideas.” Remember the push for social IT a few years back? It still might work for your organization but it didn’t get anywhere close to widespread adoption.
5. Remember what your service desk capability is needed for. IT Helpline talks to people, processes, products (i.e. technology), and partners but we also need a fifth P here – purpose. It might be worth revisiting your service desk’s purpose, and how well you are meeting it, before looking to change for the better.
However efficient the service desk and its people are, there will always be issues that need escalation and underpinning support from other teams. Support and development teams need to work in close collaboration with the service desk to present and deliver a ‘joined-up’ approach to users and customers.
Service desk staff require training and competency in both technical and business skills, especially customer services skills such as empathy, incident analysis and prioritization, effective communication, and emotional intelligence. A key skill is to be able to fully understand and diagnose a specific incident in terms of business priority, and to take appropriate action to get this resolved, using available skills, knowledge, people, and processes.
Modern technology trends including cloud-services, the widespread use of 3rd party components in the IT ecosystem and advancements in discovery and monitoring capabilities have led to the integration of stand-alone helpdesk ticketing systems into more comprehensive ITSM platforms that serve as the hub of operations not just for the IT service desk, but the entire IT function
The service desk and its people are, there will always be issues that need escalation and underpinning support from other teams. Support and development teams need to work in close collaboration with the service desk to present and deliver a ‘joined-up’ approach to users and customers.
We provide all clients access to our 24x7 Help Desk Services, manned by a team of trained experts on hand 24 hours a day, 7 days a week.
1. Determine what’s actually needed by your organization rather than following the herd. For instance, self-service might not be needed or it might never work given your company’s structure or culture.
2. Understand what customer experience is. In particular, versus customer service, customer satisfaction, and user experience.
3. Look to better outcomes rather than the blind adoption of new processes or additional technology. So this is “we want to improve service quality and speed” rather than just “we need self-service technology.”
4. Distinguish between the things that have been proven, by others, to make a difference and those that are just “good ideas.” Remember the push for social IT a few years back? It still might work for your organization but it didn’t get anywhere close to widespread adoption.
5. Remember what your service desk capability is needed for. IT Helpline talks to people, processes, products (i.e. technology), and partners but we also need a fifth P here – purpose. It might be worth revisiting your service desk’s purpose, and how well you are meeting it, before looking to change for the better.
However efficient the service desk and its people are, there will always be issues that need escalation and underpinning support from other teams. Support and development teams need to work in close collaboration with the service desk to present and deliver a ‘joined-up’ approach to users and customers.
Service desk staff require training and competency in both technical and business skills, especially customer services skills such as empathy, incident analysis and prioritization, effective communication, and emotional intelligence. A key skill is to be able to fully understand and diagnose a specific incident in terms of business priority, and to take appropriate action to get this resolved, using available skills, knowledge, people, and processes.
Modern technology trends including cloud-services, the widespread use of 3rd party components in the IT ecosystem and advancements in discovery and monitoring capabilities have led to the integration of stand-alone helpdesk ticketing systems into more comprehensive ITSM platforms that serve as the hub of operations not just for the IT service desk, but the entire IT function
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