Reader Question: Is my service desk positioned to be successful?

Third Sky Expert Answer:

Pamela Erskine, Director of Consulting, Third Sky

How often do you hear concerns about the service provided by your Service Desk? The types of concerns vary based on the position of the person expressing the thought. If the individual is an executive or management within the organization, the concerns usually include the cost of providing support for a product or service and the value that service is providing to the organization. As you move to more operationally focused staff, the concerns shift to knowledge level and attention to detail. Almost everyone acknowledges that working in the Service Desk is not an easy job.

Given that the Service Desk is a focal point for both internal and external customers and end users, it isn’t surprising to hear some level of concern however, when expressing the concerns we need to consider if the Service Desk is positioned to be successful and ultimately, if we are providing them with the funding, tools, information, and knowledge they need to be efficient and effective when meeting the needs of the customers and end user community.

Where does the planning for Service Desk support begin? When we look at the ITSM lifecycle, the Service Desk should be considered in every phase.

Service Strategy

When determining strategy, the support strategy needs to be considered as well. Are there support related capabilities that need to be developed? Has the funding for the Service Desk function been considered based on the strategies defined?

Service Design

When designing services, processes, and systems, supportability is a key consideration. The Service Desk function plays a significant role to ensuring that business outcomes associated with the defined services can be achieved. The Service Design package should include a comprehensive Service Operations model which addresses the needs of the Service Desk function.

Service Transition

Service Transition addresses the transfer of knowledge to ensure effective operation of the service. This transfer of knowledge includes the knowledge required for the Service Desk to effectively support the service as well as the communication, training, and knowledge for the end user’s which are ultimately consumers of this service. In addition to Knowledge Management, the Service Desk is both a key stakeholder and a consumer for all of the process areas within the Service Transition phase and we need to ensure they are engaged appropriately.

Service Operations

The Service Desk is the single point of contact with the end user for incidents and requests. All of the processes within the Service Operations phase of the lifecycle will affect the Service Desk. Service Desk engagement in each process area as well as appropriate communication with this team is critical to their success in supporting the end user.

Continual Service Improvement (CSI)

As the single point of contact for the end user community, the Service Desk has a tremendous amount of knowledge and data that can be leveraged for continuous improvement. They are often able to recite the top reasons for end user contacts and the most challenging areas for support. Engaging them in continuous service improvement discussions allows for easier identification of CSI opportunities.

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