Are your customers constantly frustrated with the results they get from the help desk? Do your existing tools empower good people to do their jobs? Delivering better IT service desk performance doesn’t have to be an overwhelming job. These three tips, featuring examples from a real life service desk transformation, can help you avoid interruptions, smooth out your workflows, and speed up service.
1. Build Universal Services
If you’re working toward ITIL compliance, your first objective is to identify services that support your overall organizational objectives. It’s inefficient to do the same things in different ways across every department.
The Ringling College of Art and Design faced siloed workflows related to device management. They needed a way to get students and faculty up and running quickly with appropriate devices without leaving those responsibilities to individual departments.
Ringling developed an innovative way to let customers check out assets, which was something they could do upon entering the college and whenever they needed extra devices, like cameras or laptops. Service desk pros used a dropdown menu to input each device’s barcode number and then send it through the service catalog. Students then completed an approval process that acted as a contract for the rental. Changing up this workflow offered several advantages:
- The process made service desk operations more efficient and enabled better record keeping throughout the life of the device.
- When questions related to warranties, contracts and purchase orders came up, IT had a central record of device usage that they could refer to using their service desk software.
- Instead of having multiple equipment checkout points, the service desk developed a single point of checkout, which made it easier to manage inventory and prevent loss.
2. Prevent Interruptions
If your ticketing system is an on-premises only option, you don’t have a failsafe if severe weather or other disruption shuts it down. Even if some of your major systems are down, you need a way to manage IT service desk operations and prioritize work during a major incident. Switching to a cloud SaaS option ensures you always have a backup. In a worst case scenario, you can access the service desk using mobile devices until your other systems are back online.
Of course, preventing interruptions isn’t just about having options during a disaster. It’s also about making sure nothing gets missed in your day-to-day tickets. Your IT service desk system should enable you to put more than one person on a ticket or to assign tickets to groups instead of individuals. Users shouldn’t have to wait because an individual takes an unexpected sick day or gets reassigned to a higher priority matter.
3. Monitor and Improve Performance
Your IT service desk solution should enable you to see how well you’re doing to the point that you can provide SLAs to your customers. A solution should also provide more than just software; it should be supported by a team that helps you get the most from the software.
Increased visibility is a key to continuous service improvement, as long as you’re willing to address what it reveals. Ringling has used performance monitoring to their advantage. They’ve been able to commit to a 24-hour time to first response thanks to the SLA monitoring capabilities built into their service desk software.
When your service desk is flexible, continuous, accountable and backed by strong support, your team has everything they need to succeed. Your IT service desk vendor should value your service desk performance as much as they value their own. To make sure you get everything you deserve from your service desk solution, download our white paper: Smart Questions for Your SaaS Vendor.
About Oz Merchant
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