An interesting statistic: 45% of the US workforce spends 3 or more hours a week just searching for information in the Workplace. When that employee is working in front-line services such as an IT service desk environment, an inability to provide the right information at first contact will drive down customer satisfaction and drive up service delivery costs.
With established frameworks such as ITIL designing to manage service delivery quality and costs, there is already clear guidance on best practice for how to improve IT service desk efficiency. Through this and other frameworks, larger organisations are adopting a systematic approach to measure and improve costs, efficiencies and service delivery. At the same time there are increased challenges that affect the way services are delivered. Can you relate to any of these?
- Needing to support an increasingly diverse range of technologies and platforms
- Managing a high turnover of staff with lengthy training and induction periods before new staff is productive
- Wanting to rely less on individual “experts’ in your organisation for specialist knowledge
- Needing to share legacy system knowledge across a wider team to maintain service levels
- Wanting to implement self-service but worrying your content is not good enough
These are just some of the challenges faced by IT service desks. We have explored these and their corresponding solutions in a white-paper that focus on on how IT service desk can address these, leading to improved performance and the ability to “do more with less”