Over the past years, after working closely with the Service Desk, it became evident that their functionality can be vastly improved to provide a better service experience. Whether it’s a large organization that counts with a large call center with 500+ people or whether it’s a small organization that counts with 5-20 support staff, the challenges tend to be similar.
Grasping clustered information
One of the biggest challenges they face is the access to information and time spent solving a problem. The information is more than likely clustered across many different solutions, tools and knowledge bases. Where this gets interesting, is in what tools they have in their disposal, because if and when a problem arises, the person handling the case will need to take a look into a couple of different systems just to understand what the level of impact is.
When a call about a service disruption comes in, typically they still won’t have instantly information available. The Service Desk agent will then have to look into all these solutions to understand what the end user is experiencing.
To expand a bit on that, the Service Desk is no longer viewed as a contact point for ad hoc requests by phone, email or chat, coordinating, solving and escalating incidents. The expectation is that the Service Desk proactively takes part in not only incident, but problem & change management, and overall service improvement.
Looking at the big picture
The preferred model should be a Service Desk function which is an integral part of IT Service Management (ITSM). In order for the Service Desk to be effective in adding value to above processes, they need to have a view on what is happening in the supported IT infrastructure in relation to those processes.
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