In our Service Desk 101 series, we have been going through the basic principles that impact how your IT service desk functions. Previously, we examined the importance of implementing an effective IT staff management. Now let's take a look at the service delivery portion of operations, which represents your core methods for delivery services and meeting everyday needs.
There's a great deal to think about when establishing a service delivery plan, but four key issues stand out as a broad framework for everything else you will try to accomplish.
1. Establish an Overarching Strategy
The first component of establishing a service delivery plan is to create a framework for the tactics you will use to run the support team on a day-to-day basis. Many businesses turn to the IT Infrastructure Library to get the job done in this area. ITIL provides best practices, terminology and similar solutions that help you to standardize and document all of the operations that take place when handling various service management tasks.
ITIL is a set of best practices, not a regulatory scheme. As such, many organizations will utilize ITIL as a framework and then customize their service delivery plans around ITIL, creating a tailor-made service management framework that is built on a solid foundation.
2. Empower Managers for Day-to-Day Oversight
Your managers need to be able to quickly view the service desk from the top down and identify how everything is functioning. Key performance indicators and other metrics are key in this area. Providing managers with the right workflow authorizations can also help guide operations. Don't get so caught up in large, abstract strategies that you forget to give your managers the power they need to keep service delivery running on schedule.
3. Keep Tactical Measures in Mind
Your workers should be able to employ advanced service management functions, such as escalating support tickets, without trouble. You should also consider empowering business users with self-service tools to alleviate the operational burden on support teams. These secondary tactical measures can drive significant efficiency gains in your broad service delivery scheme.
4. Make Sure Small Issues Don't Detract From Productivity
Advanced service desk tools that automate repeatable processes and prioritize tickets can play a key role in helping your workers operate at peak efficiency. It is easy for small issues to take so much time from support teams that they don't get to more important tasks. Sophisticated support technologies and intuitive management strategies can free workers from these basic concerns and focus on what's most important.
There's a great deal to consider when running a service desk, but following these foundational service delivery strategies can ensure you get any project off to a good start.