Are Your Incidents Managing You?
Don’t worry if the answer to the question above is a resounding, “Yes!” In fact, it’s not uncommon to see even large, seasoned IT organizations making incident management process decisions based simply on the fact that their current tool doesn’t quite provide the capabilities they need. Of course, once you know the answer to the question above, the next question should really be, “How does our Service Desk tool allow us to manage incidents, problems, and requests as efficiently as possible?”
First and foremost, you are going to need to decide on a framework. A great place to start and the one we recommend is ITIL. The best practices found here, will be a perfect foundation for the entire scope of IT Service Management, and much of that begins at the Service Desk. Next, you will need to start evaluating and implementing processes, keeping those best practices in mind, and using them as direct guidance. Finally, and simultaneously with your process exercises, you will need a Service Desk solution that will work in parallel with these process changes/improvements.
By tackling the challenge this way, you will be able to fully address the core responsibilities of improving your Service Desk.