10 things you need to stop doing in your it service desk
DESCRIPTION
When deploying a service desk, we usually focus on the big things like change management and asset management, but quite often we forget a few simple things that can make even the best executed service desk projects a disaster. 10 things you need to stop doing in your IT service desk. Brought to you by http://freshservice.comTRANSCRIPT
10 THINGS YOU NEED TO STOP DOINGin your
service desk
Follow ITIL BLINDLY
1
IT should adapt to your business
NOT THE OTHER WAY ROUND.One size does not fit all.
Take all metrics to heart
2
“All metrics are born equal, but some metrics are more equal than the others.”
Define what you want to improve. Measure accordingly.
George Orwell
Click here to join us on a webinar on
this topic.
3USE
EXCESSIVE JARGON
It might be cool to talk tech, but to your customer, it is just a ******** reset.
Protip: Talk human language.
USE EXCESSIVE
JARGON
Deploy a new feature &
expect people to start using it.
4
Deploy a new feature &
expect people to start using it.
Educate Engage Involve.
5
Build &
forget
Build &
forget
Service desk is a journey, not a destination.
6Office chair
Responds to the name Chairry Please return if found
Nuclear war head Please return to the army if lost
Call 800-THE-ARMY
MISSING MISSING
Having similar SLAs for ever23hing
Having the same SLA for two different processes is a crime.*
*Just kidding about the crime part. But you get it, don’t you?
6
Having similar SLAs for ever23hing
MISSING
Office chair Responds to the name Chairry
Please return if foundNuclear war head
Please return to the army if lost Call 800-THE-ARMY
MISSING
NOT COMMUNICATE
7
NOT COMMUNICATE
Your customers deserve to know, even if it’s bad news.
Give users a self service portal that looks like it was built in the 80’s.
Just like the font used in this slide.
8
Your customers are used to modern apps.
They deserve a well designed service desk.
Bureaucracy
9
Bureaucracy
THECUT DOWN RED TAPE
And, finally…
10
STOP HAVING FUN.
STOP HAVING FUN.
10 THINGS YOU NEED TO STOP DOINGin your
service deskGood deed of the day.