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Can ITIL® Make Your Service Desk More Capable?

ITIL Lifecycle for Service DesksWhy do you incorporate service desks in your IT services? While they’re clearly necessary for fielding consumer complaints and requests, they also play other roles people often overlook.

Service desks perform public relations and damage control functions on a routine basis, but to operate smoothly, they must be extremely well managed. Unfortunately, their resources are commonly taxed to the limit, and many promising firms have succumbed to the overwhelming flow of work their service desks generated.

The ITIL® Lifecycle approach attempts to solve this problem by classifying typical service desk activities and making them more manageable.

What Does Your Service Desk Do?

Under the ITIL schema, service desks should be the primary point of contact for consumers who seek routine interaction. For example, they must handle reports about service interruptions or other incidents, but they also have to be capable of processing novel requests for service additions or modifications.

The ITIL framework also recognizes a number of common activities that often occur via service desk interaction, such as financial management and security management.

Remember, this isn’t just a call center or help desk. A good way to think about it is that the service desk encompasses those other support facilities by integrating your entire IT contact mechanism into your business plan. Businesses often find that the specific activities their services desks handle vary based on the way they operate.

Learning What Your Service Desk Requires

The weak points of many service desks lie in the fact that they can’t handle variance too well. Everything goes fine until a high volume of complaints swamps the support staff, and unfortunately, it’s pretty hard to identify which straw broke the camel’s back afterwards.

ITIL helps you define service desk components and operations. It also promotes self improvement and lets you track your organizational progress. By accounting for the diverse activities your service typically undertakes and the business resources they consume, the Lifecycle gives you a better handle on how to manage your services in the future.

How to Get Your ITIL Service Desk Running

It’s crucial to begin by assessing the way your current service desk facilities operate. Observe the different components of your service, and watch what happens when change requests or support tickets come in. Do things keep on ticking unhindered, or do different departments have to juggle tasks to deal with the new problems?

If your firm is anything like most, IT support tickets are rarely solved without a hitch. Although you eventually nail down the problem, it takes effort, and those resources might be better spent elsewhere.

Ashford Global IT consultants understand how to rebuild dysfunctional, inefficient service desks and help you implement reliable standards for handling future support issues. Discover what they can teach your firm about maintaining better user relationships by contacting them soon.

 

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About this author:

Angel Prusinowski

Angel is a leading ITIL® instructor at Ashford Global IT.

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