People, Process, and Technology
Setting up an IT service desk isn’t an easy task. To give you a helping hand we have outlined a few key steps to follow.
According to ITIL 4 – “The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider for all users”.
When selecting service desk staff, there are a few points to consider. Ideal candidates are personable, enjoy talking on the phone with customers, want to help people, and have sufficient basic skills for the job. A service desk’s perception affects overall customer satisfaction with IT, so having the right people on the desk is essential. Here are some qualities to look for:
Service desk managers will most definitely play a key role in delivering service and support within the organization. They need a strong customer focus and the ability to play a vital role in ensuring other support personnel gets the job done. They will often be the person who holds other managers and directors accountable for resolving incidents on time and making sure certain requests are fulfilled within expected time frames.
When setting up your service desk, there are a few areas in the design or day-to-day running that can lead to lowered customer satisfaction or internal struggles. Some areas to consider in the design and ongoing operation are as follows:
Service desk operations are heavily reliant on tools. Vision and mission are essential, but they can’t be carried out effectively without the technology that backs them up: phones, service portals, and ticketing tools to pass incidents and requests to other teams are all critical to the operation of this service desk. In the following, we will recap some of the technology needed to run an effective service desk.
Telephone systems
One of the most common is the ACD or automated call distribution system, which can combine voice menus and skill-based routing for effective performance.
The service management platform, still sometimes called a ticketing system, is second only to the ACD system in importance. Modern service management platforms will offer an incident management application. They also offer an application that interfaces to the built-in service catalog to manage the requests submitted via the service catalogs. In addition, they offer applications for problem management, so technology and application teams can manage issues that need to be permanently resolved.
Call initiation capability
Providing the ability to start a call before knowing what type of support the caller needs (incident vs. service request) or to land a screen pop integration is helpful. Generally, this temporary record type can be converted to an incident or service request during the initial interaction. In a robust system, this may even display other open tickets the caller has when they call to follow up on one of them.
Incident Management application
Not all incident management applications are alike. In order to be useful in today’s complex environment, the following capabilities should be provided, along with the ability to capture appropriate information about the caller or service recipient and the incident itself. Look for:
Knowledge Base
Most service management platforms have a knowledge base application included within them. This should provide support for a Knowledge-Centered Support or KCS practice in the organization. There are several basic processes in KCS support that the platform should support:
Problem Management
When the root cause of an incident is not known, the system should provide the ability to escalate it to problem management. From there, it can be assigned and managed outside of the service desk, ultimately leading to the creation of knowledge articles with workarounds that may be used until it is fully resolved.
Request Fulfillment Application
Since requests are separately managed from incidents, many products interface their service catalog to a back-end request fulfillment application. This holds the request “ticket” and utilizes workflows to manage the fulfillment of the item. The workflows should include interfaces that enable the following:
Service Catalog
The front-end, customer visible portion of request fulfillment is the Service Catalog. Service management platforms vary widely in the quality of their service catalog, with some key capabilities including:
Service Portal
Tied closely to the service catalog, the service portal is the customer’s entry point to obtain information and support. The more robust the portal experience, the higher adoption will be for the portal, end-user knowledge, and the service catalog. The portal should offer access to the following capabilities:
Chat, Chatbots
While listed under the portal as well, the platform’s mechanism for providing chat, integration to virtual personal assistants like Cortana, Siri, etc., and ability to scale support through the use of chatbots should be considered.
Walk up center support
Establishing a walk-up center requires technology that has become more common in service management platforms. There are several aspects to establishing a walk-up center:
Integration support
Even the best service management tool will not work well unless it can interact with other applications within the platform as well as external systems. Consider the ability to interface with the following capabilities, either within or external to the platform:
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