The Evolution of IT Support: From Contact Centers to Help Desk to the Service Desk – Part II

Todd-MortensonIn our last blog post, we explored the evolution of IT Support from Contact Center to Help Desk to Service Desk. One of the key ingredients of a Service Desk is reconciling business needs with existing service performance and conveying discrepancies and exceptions to stakeholders. This means giving the right information, or better yet, tools, to organizational leaders and champions so decisions can be made quickly and effectively.

  • Is an application code set ready for deployment? Where’s the Change Request?
  • Are there recurring Wi-Fi issues in the warehouse? Who owns the Problem?
  • Users can’t save data in a key application. Who is marshaling resources across applicable IT teams to identify and remediate the cause?
  • Who is communicating status updates to users affected by a change or issue and business leadership?
  • Which services are critical to business operations and how are they prioritized during a business continuity event? Who owns the arbitrage and documentation of those decisions?

In addition to the services provided by Contact Centers and Help Desks, the Service Desk receives, owns or accesses all of the information necessary to answer the questions above. The Service Desk is focused on process and assigning ownership to every Event, Incident, Change, Problem or other activity supporting each delivered IT service. This includes working closely with the PMO and logistics teams to rationalize the magnitude and timing of projects, events or policy changes. It also includes accepting open communications from customers and business units to identify needs, modify deliverables and agree on Service Level and training expectations when the business climate or function changes.

With all the things the Service Desk needs to do, they need the right tools to get them done. Powerful tools bring together the ability to gather the experience and knowledge from the past, the ability to scale for the future and become resilient enough to handle the changes and transformations organizations endure to succeed. Phone systems, password reset tools, ticketing platforms, desktop sharing and monitoring tools are just the start. Enter the Smart Service Desk. With all of the expectations to compile, reconcile, access, analyze and disseminate information, this is not the time to go light on tool selection and cobbling together multitudes of solutions is a bear to integrate and maintain. The Smart Service Desk deploys and manages platforms to facilitate their workflows and collect knowledge to consistently execute their tasks. These teams will find tools that aggregate, execute and report on complex data into a single record of truth. Enterprise systems such as ServiceNow® for Service Management, workflow and ticketing, Microsoft® Office 365 (Yammer, Skype for Business, Groups, etc.), Azure and SCCM for corporate communications, information sharing and endpoint management, and Calabrio® for workforce scheduling, call and screen recordings are just a few core tools that can transform a Smart Service Desk operation.

The Smart Service Desk also focuses on recruiting and retaining staff that have empathy as part of their DNA. They establish internal career paths and offer internal or external training opportunities such as our Virteva University. They demand execution and follow through with all team members to gain trust throughout the business community. They don’t speak ill of any customer or user, at any time or for any reason. No snarky comments or intimidating tones here. They embrace the differences in user competencies and realize not everyone knows what an ACL is or how to modify their Windows registry. Team members have an appreciation for every customer and clearly understands they have a job because of them.

The Smart Service Desk keeps the user at the center of everything they do. They survey their users and mitigate issues quickly, while planning for future needs. They give them call back options in the phone queue and encourage self-service with end-user oriented tools to accomplish tasks such as password resets, basic troubleshooting and general knowledge queries. They give users access to support through multiple intake options via mobile-friendly sites and social media. The Smart Service Desk focuses as much on the user experience as they do the process.

Businesses today need a trusted, resilient, prospective and scalable support partner to meet their evolving technology development and delivery model. What kind of Service Desk do you need?

Todd Mortenson, Virteva Solutions Engineer

Read Part One

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