In-depth: How to change the business via the IT service desk (Next-generation enterprise IT) Peter Bartram uncovers the secret of how to use insight gained from your IT service desk to change your business for the better, in the fourth article in our series on next-generation enterprise IT, produced in association with IBM.
There is also an accompanying podcast providing an overview of how your IT support desk can change your business for the better. When Chris Dunne, director of customer service at financial transaction service provider VocaLink, looked at some statistics from the IT service desk, he noticed an irritating trend. A lot of the calls concerned laptops. "When you have a problem on a laptop, it's quite a labour-intensive thing to handle because you have to fix it on that laptop," says Dunne. "If 25 people have the same problem on their laptops, you have to go and fix it 25 times. " But people love their laptops, unless you can offer them something better. "It's only people who are truly mobile - sitting on trains and planes - who need that laptop," notes Dunne. Impact. 10 Components to Simplify Help Desk Management. The following information was contributed by the developers of the Help Desk Management Kit: Achieving and maintaining a successful Help Desk operation can depend on a number of pre-requisites that need to be in place.
These components have been identified from surveys covering a wide range of help desk facilities. Www.ucisa.ac.uk/members/awards/excellence/~/media/Files/members/awards/excellence/2007/sussex.pdf.ashx. The service desk pdf. Www.barclayrae.com/wp-content/uploads/2013/01/2017-Beyond.pdf. IT help desks adopt self-service strategy as staff cuts hit. Almost all IT help desks will use self-service tools to cope amid job cuts, which have left service desks with a huge drop in staff numbers since recession kicked in six years ago.
Research from LANDesk Software revealed that 96% of service desks will use self-service because of smaller teams. Research from the Service Desk Institute (SDI), revealed 50% fewer staff in service desk teams now, compared to 2007 figures. AntonioDiaz - Fotolia LANDesk’s research indicates an immanent increase in the use of self-service desk tools as the SDI’s study revealed that 68% of service desks provide self-service to users.
The study found that major barriers to self-services included out of date knowledge and lack of integration with support tools. “Managing user-owned devices is a trend that is not going away,” says Andy Baldin, vice-president of EMEA. The research found that 24% of service desks are using live chat to allow users to communicate with them, while 13% use Twitter and 6% Facebook. The Customer as a God: The Future of Shopping. Remote Desktop. HelpDesk. The 8 Step Cycle to Grow Your ITSM Impact. The 8 Step Cycle to Grow Your ITSM Impact You could work all day on your IT service management initiative and feel like you never make progress, if you don't keep your eye on what's important.
Whether you're a mid-level manager trying to get this off the ground or you're an informal IT leader "annointed" to make IT service management happen (???) , here is a short guide to keep you focused. The quickest way to ensure you gain more resources for your effort as you show success is to start with the top. Quit talking ITSM and frameworks (ITIL, COBIT, etc.) and start talking business results. Be an executive wisperer using the following formula: Value= Results/Costs It's your job to fill in the values on this equation. Paint a few simple "wouldn't it be nice if's" and you will find some enthusiasm buried in the executives. Build a simple campaign and message that teaches users and IT staff WHY on earth they care about what you're doing. Calculate the effect of something you're doing now. 3 Words To Better IT And Service Desk Metrics - SDI. How Vanilla Ice helped me produce better business value metrics for my customers.
IT departments are notorious for providing information to their business that is either; not aligned to the business itself, is not understood, they do not care about it, is too complicated, too technical or all of the above. The following list is an example of some of the service desk metrics mistakes that are frequently made: IT are not sure why they produce metrics (what the business does with them)IT doesn’t know what the right service desk metrics are to provide the business.There seems to be an assumption on the metrics that should be produced but the business may not agree.
The top 3 according to a recent SDI / Cherwell survey of 1000 service desk professionals are:performance against SLAvolume of incidentsrequests and incident resolution time.IT often measure these things that are easy or only they themselves understand. My personal experience My Approach to the Solution. Magic Quadrant for IT Service Support Management Tools. 20 August 2012 ID:G00231576 Analyst(s): Jeffrey M.
Brooks, Jarod Greene IT service desk tools themselves are no longer sufficient for maintaining business productivity. IT organizations selecting these tools should use this Magic Quadrant to evaluate vendors regarding technical requirements and ongoing infrastructure and operations maturity improvement efforts. Service Desk. Social customer service desk success for your business. With social rapidly becoming one of the most important channels for customer service, MyCustomer.com examines its emergence into agents' service desks - and outlines which brands are successful integrating service operations.
Consumer demand for social customer service is soaring. A recent study by Sitel revealed that social media is no longer an ‘opt in’ for customer service but essential, with 15% of consumers aged 16-25 year olds now using social media to resolve an issue rather than any other method. Ovum anlyst Adam Holtby explains that for Generation Y, this is now the primary communication channel for them and ultimately a need rather than a must. More and more organisations are beginning to see the benefits of social and creating specific communities to start engaging with their customers. Although this is fine for smaller firms, as online customer communities grow so do the number of complaints, making it much harder to prioritise and create interactions based on spreadsheets.
Money?, Please add to this as you see fit. Provider view. I feel good. Money?, Customer view. Money?, Me too! I'm keen to see improvements. Service Desk Reporting: Report and Act on What Your Customers Want. By Jennifer Jones Phew!
You’ve done it. Finally completed that monthly IT report for your management team that you have spent the last two days working on. But wait. Does your report answer your customers’ questions? Does it highlight what the business wants to know? ITIL. Core ITSM. Service Desk Objectives in ITIL Foundation. ITIL Portal The only future for managing IT Services is ITIL Service Delivery Service Support Promoted Websites Wise Words "Be not afraid of life.
. - William James Service Desk Objectives in ITIL Foundation Mission of Service Desk is to be a central point of contact between the User and IT Service Provider. Source: ITIL Resources published: 2008-07-01 11:21:34 People reading this article have also read Incident in ITIL FoundationITIL Foundation CertificationITIL Foundation ExamMission and Scope of Problem ManagementProactive Problem ManagementThe Pain Value AnalysisHP OpenView Service Desk - software implementation of Service DeskServiceDesk Plus - HelpDesk Software with Asset ManagementIncident, Problem and Known Error definitions in ITILScope of Incident Management.
Service desk (ITSM) A Service Desk is a primary IT service for in IT service management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL).
It is intended to provide a Single Point of Contact ("SPOC") to meet the communication needs of both Users and IT employees. But also to satisfy both Customer and IT Provider objectives. "User" refers to the actual user of the service, while "Customer" refers to the entity that is paying for service. Many organizations have implemented a central point of contact for handling customer, user and other issues. UCISA Service Operation. Here we provide you with introductory documents relating to the Service Operation module of ITIL; documents relating to the Service Desk; Incident Management; Problem Management; Request Fulfilment; Access Management; Event Management and a spreadsheet which has been prepared to help you assess the readiness of your organisation for ITIL adoption in the Service Operation arena. You may wish to use the latter in conjunction with the Introduction to Operational Readiness document Welcome.
Www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/service_operation/incident_management/ITIL_Dealing with major incidents pdf. Www.ucisa.ac.uk/~/media/groups/ssg/sdg/aits11/SSGServiceDeskbooklet 2. Www.ucisa.ac.uk/~/media/groups/ssg/sdg/Healthcare/Notes on Service Desk Issues pdf. Www.ucisa.ac.uk/~/media/Files/events/ucisa2012/presentations/unishowcases/Bristol_reorganisation. Www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/ITIL_Case study_Cardiff pdf. IT Service Review. Www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/service_operation/service_desk/ITIL_Service Desk Metrics pdf. Www.ucisa.ac.uk/~/media/groups/ssg/Events/2012/GoodPractice/Facilitators_notes_Jan2012.
Www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/service_operation/service_desk/ITIL_Introducing the service desk pdf. Www.ucisa.ac.uk/~/media/groups/ssg/surveys/Benchmark_2012PDF. Www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/UCISA ITIL software survey review. Five Trends Impacting the Enterprise IT Help Desk. Today’s enterprise IT support organizations and help desks are experiencing a dramatic shift in the way technologies are developed, deployed and consumed. Applications are evolving faster than ever, with new cloud-based solutions emerging almost weekly to replace the stodgy on-premise solutions of generations past.
User expectations aren’t far behind; a new generation of tech-savvy users increasingly expects the latest and greatest, including mobile compatibility. The result is a constantly evolving portfolio of applications and technologies that IT organizations must support, while being more responsive and empathetic than ever before—all without increasing costs. As always, progress is a double-edged sword for IT support. Because IT is responsible for enabling company-wide productivity, it sits squarely under the collective corporate microscope. This paper presents five interrelated trends impacting the way IT support organizations operate: 1. Choosing the right software. BMC Software - Cloud Computing, IT Service Management, Mainframe, and More IT Software. 10 Components to Simplify Help Desk Management. Single Point of Contact Help Desk. One owner for Help Desk tickets. A logical IT Help Desk structure is important to ensure your company’s users know what support is available and how to contact IT Help Desk support.
The ideal state is what we call a Single Point of Contact (SPOC) IT Help Desk structure. The SPOC IT Help Desk provides help and support for any issue verses just logging a call and escalating it. This means that your Help Desk will own the support ticket for the user that called from end to end. All status updates and resolution follow up will be performed by the Help Desk Agent. RT: Request Tracker - Best Practical.