When end-users at your company hear the phrase “service desk,” what comes to mind for them? Do they think of a business unit that provides excellent service to end-users? Or, does it conjure negative associations, such as having to wait for days or longer to get the help they need for issues that keep them from working?
If you think that end-users are probably picking the second answer, all hope is not lost. There are ways to improve your service desk – read on to learn more.
The Service Desk: A Primer
In order to understand what problems the service desk faces, it’s important to first gain a sense of the service desk’s history and its intended function.
The service desk owes its beginnings to the help desk, which was born in the 1980's. Help desks, as the name implies, were meant to assist end-users with IT issues. However, IT professionals realized that IT services should be managed, leading to the creation of ITIL (a framework that standardizes how IT services are delivered).
“Fifty-three percent of service desks ranked the customer experience as the most important to their operations, according to a survey from the Service Desk Institute”
Today, the service desk handle incidents, service requests, and other processes such as change management, release management, and tasks related to configuration. That means that the service desk encompasses the functions of the help desk, with the additional responsibilities of ensuring that IT operations run smoothly.
Making the Service Desk More Efficient
Because the service desk also deals with incidents and service requests, staff in this business unit can become bogged down in dealing with user issues that don’t necessarily drive the company forward (yet, until they’re resolved, the user can’t be productive). We’ll use the example of the password reset: it can be tedious to resolve this ticket, but without a password, an employee can’t get any work done. While password issues are a necessary evil, they take up valuable personnel time that could be used to ensure IT systems are functioning properly.
What’s the solution to this problem? ITSM solutions can create a self-service knowledgebase so that users can find the answers to their problems on their own. Instead of submitting a service ticket, a user could navigate to a web portal or open a chatbot window and ask their question, which saves service desk workers time.
“According to a survey from the Service Desk Institute, 100% of service desks surveyed implemented a self-service solution to improve end-user service.”
ITSM tools can also help service desks handle their other tasks more efficiently, too. They can bring the complicated change management process under control and automate the monitoring process (which is a boon in organizations with vast infrastructures).
The service desk is tasked with handling a large and diverse workload. As a result, it frequently doesn’t operate as efficiently as it should, and doesn’t deliver the highest levels of service. But, that doesn’t have to be the case – ITSM tools help service desks run more efficiently.