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Standardize the Service Desk

Standardize the Service Desk Transform your Helpdesk into a Service Desk Non-standardized service desks Problems: ?... high service desk Costly IT personnel doing low value help desk tasks Ticket Throughput Project interruptions costs Tickets are not classified The data is not classified or reported on properly EEE Transforming your Help Desk is the first step in moving from Reactive Hero Culture Service Satisfaction Scores Frequently recurring problems with no root cause analysis to Proactive Service Culture Low business satisfaction Poor service desk reporting Standardize the Service desks to Transform From Ad Hoc Help... Requests by Tier Tier 3 366 Tier 2 195 Tier 1 55 To Managed Services Requests by Tier Tier 3 Tier 3 100 Tier 2 Tier 2 195 Tier 1 321 Tier 1 Why? CIOS and Service Desk Managers need to: Other IT Managers need to: Decrease reactive support Increase Service Desk effectiveness Lead the team from Increase their own effectiveness and firefighting mode to providing consistent and proactive support. activities within their and improve services. move from a helpdesk to a Service Desk. teams. Service Desk is the bellwether of the You need a Service Desk Action Plan 84% IT Department prior Task Owner Risk high Task 1 You Budget 47% medium Task 2 You Skills medium Task 3 You Budget 31% 29% medium Task 4 Me Budget 22% 19% low Task 5 Me Interest 8% medium Task 6 You Timing high Task 7 Me Technical This project will help to: Create a consistent Increase efficiency, first call resolution, and end user satisfaction with the Service Desk. Decrease time Understand and address customer service and cost to resolve reporting needs to address experience for Service Desk patrons. service desk tickets. root causes and measure success. future IT service improvements ITIL COBIT Many IT Service frameworks tell you what to do, but ISO Enhance demand planning and trend reporting. not how to do it Build a solid foundation for INFO~TECH RESEARCH GROUP future IT service improvements. Make the Case for Service Desk Improve Reporting and Managing Incidents Step 1 Standardization; Align roles and data Step 2 for success Establish Knowledge Sharing and Improve Your Tools and Communications Step 3 Create Service Requests Step 4 Service Desk Additional Modules Step 5 Start this project today INFO~TECH RESE ARCH GROUP Project Handover to Support Team Consolidating Multiple Help Desks into Service Desk Customer Service 1-888-670-8889 Service Desktop uoddns Network Outages NdA Training Enterprise sdy Desktop Software

Standardize the Service Desk

shared by cmontwerp on Apr 09
2 share
transform your helpdesk into a servicedesk. This is the first step in moving from Reactive Hero Culture to Proactive Service Culture.




Cees Mensen


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