Most modern IT service desk and help desk aspire to improve across all three of “better, faster, cheaper.” But what does your service desk need to do to jump from good to great?
There are, of course, many opportunities to improve upon the IT service desk status quo – it’s therefore critical to understand which improvement opportunities will deliver the greatest return on your time and cost investments.
There are also a number of best practices which can be adopted, but unfortunately, there is not a one-size-fits-all approach. It is still essential to prioritize your efforts to make the maximum positive impact as early as possible.
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So Many Improvement Opportunities, So Little Time:
There’s always going to be a wealth of available opportunities to improve your IT service desk – especially when you consider the number of different perspectives you can take to identify and agree on improvements. For example:
- Focusing on business needs versus employee needs (and appreciating the mutual wins)
- Addressing pain points versus realizing opportunities
- Tackling people, process, or technology issues (or combinations across all three)
- Improving something that’s already in place versus adding something new
- Improving on a weakness or improving on an existing strength
- Working with an existing ITSM best practice versus leveraging a different one
This list is in no way exhaustive, it’s simply intended to convey the variety of perspectives that can be taken when looking at your IT service desk challenges and improvement opportunities.
Tip #1 . Understand the Common IT Service Desk Challenges and Opportunities
There are a variety of commonly felt challenges and available opportunities for service desks to improve. For instance:
- Working with higher IT support volumes and potentially budget cuts – the pressure of more IT services, and perhaps people, to support and the need to “do more with less”
- Keeping up with changing business needs and technology landscapes – the business wants quicker change and innovation, plus there’s more technology to support
- Meeting increasing employee expectations for service and support – because employees are bringing their personal experiences into the workplace
- Getting the key ITSM capabilities right – there are a number of commonly adopted ITSM capabilities that IT service desks continue to struggle with
- Service desk tool issues – the current tool hinders more than it helps, plus it probably never delivered on its promises and the expected return on investment (ROI)
- Staff recruitment and retention issues – whether this is due to budgetary limitations or the availability of suitably skilled staff to fill vacancies
- Finding the time for improvement – staff can often be too busy “fighting fires” to spend time trying to prevent them in the first place
- Struggling to quantify what “value” is – there’s a need for IT service desks to be more focused on what’s important to the organization and the key stakeholders within it
- Of course, there are more. But hopefully, this list is enough to show the wealth of improvement opportunities available to your IT service desk and the difficulty it brings to prioritization.