IT service desk goals may be as simple as not falling behind on addressing IT service requests. They can also be as ambitious as increasing first-call resolution rate by a certain percentage or implementing service level agreements (SLAs) for IT service management.
The end of the calendar year is a good time to take stock of goals for the IT service desk and make sure they fit how you expect IT service management to go. Here are some suggestions for goals to reexamine and reevaluate.
Establish Which Metrics Really Matter
It’s harder to manage that which you don’t measure, so improving IT service management should involve identifying key performance indicators that help you track IT service desk performance. Once you do this, you can plan better for reaching service goals, and everyone will have a better understanding of how to hold themselves accountable for doing their part. Key metrics that tend to matter most include:
• First call resolution rate
• Average resolution time
• SLA compliance percentage
• End-user satisfaction rates
• Personnel utilization
• Cost per service desk ticket
Improve End-User Self-Service Adoption
A self-service portal for your IT service desk can improve IT service management significantly. This portal may include step-by-step processes for accomplishing simple tasks like resetting passwords or requesting new software. The self-service portal could also include wiki articles about common IT issues, should have a process for submitting tickets if the end-user is unable to resolve her issue, and should be easily searchable so end-users can find information without difficulties. For best end-user adoption, you should advertise the self-service portal, and have IT service desk personnel share links to it in their correspondence with end-users and through your company social network if you have one.
Increase Knowledge Base Submissions to the IT Service Desk
A knowledge base can be invaluable for reducing duplicated efforts. It can also be great for capturing institutional knowledge of long-time workers whose departure could leave big gaps in knowledge. When your help desk software includes capability for easy knowledge base building, IT service desk workers will be more likely to use it. You can encourage knowledge base submissions by, for example, offering a monthly prize for a name drawn from that month’s submitters to the knowledge base.
Publish an IT Service Catalog
Few things are better at defining and organizing the services offered by the IT service desk than an IT service catalog. It also makes requesting IT services easier and more straightforward for end-users. An IT service catalog can be designed to allow end-users to request IT services in a manner similar to shopping online, where they request a service, place it in a virtual shopping cart, and “check out” by submitting their catalog request. The IT service catalog can be made to trigger approval processes automatically upon submission of requests to further simplify processes.
Invest in IT Staff Training for IT Service Management
Continued training for IT service desk workers can improve delivery of IT services and help prevent people from getting into ruts that hold them back from outstanding IT service management. With continued training, your IT team should develop more confidence in handling requests that they receive, and can improve overall relations between the IT team and the rest of the organization. Training budgets are tight in many organizations, but in general, keeping your team up-to-date on new issues and ways of handling them is a smart investment of resources.
Soon 2014 will be over, and the new year offers a good starting point for defining and working toward important IT service management goals. Your goals may differ from the ones listed above, but the important thing is to take stock, see opportunities for improvement, and take them. When your IT service desk is driven by great software (like Samanage), you have tools at your fingertips for creating a self-service portal, building a knowledge base, publishing an IT service catalog, and tracking important analytics throughout the year so you can remain on track in reaching your goals.
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About Nicole Hollingsworth
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