The sheer amount of data available to every service desk is staggering, but this shouldn’t make you wait to introduce improvements or roll-up changes into bigger projects.The important point is to wait long enough to assess the impact of the improvement before you implement the next one. Let people experience the improvement, so they can respond to the change, and you can judge the change’s success.

Every service desk / help desk wants to improve how it performs and delivers support.

We all want to get better, but what we really need to do is get better at getting better. Here are 5 tips to consider.

The results of CSI are experienced the most at the service desk, but CSI involves the whole IT department and those parts of the business that interact with customers. You could have the best service desk on Earth, but if the underlying organisation isn’t aligned to the aims of CSI, you’re going to struggle to see improvements.

“The service deskis just one aspect

of service delivery.”

It’s not good enough to have the best service desk ever. Improve the service desk by 1%, security by 1%, desktop support by 1% and so on. All of these little improvements will add up to a better experience for the customer, and the whole will be greater than the parts.

“Don’t try to improve 1 thing 100%. Try to improve

100 things by 1%.”

“Be honest with the data. Don’t take the easy

route.”

The problem with data is people can use it to justify the decision they want. This is the easy route out. Instead, marry data with information about user experience and user pain. For example, a key service desk metric could be First Time Fix, with more than 70% of all issues fixed on the first call. Meeting this service level is great, but extrapolate it out. What makes up that 70%? Are the issues being solved important to the business? Do they make a real di�erence to customer experience? Or, are they run-of-the-mill, repeat issues?

“CSI doesn’t have to cost, but you do have to invest.”

Service desks run a lot of surveys pertaining to customer satisfaction. We’ve seen a survey in which someone said, “It would be good if you guys gave your name when you answered a call.”This sounds like a minor point, but when everyone on the service desk started to give their name when answering a call, customer satisfaction increased 8%. The cost to implement this was zero, but the team needed to invest in this opportunity.

“Don’t get analysis paralysis.”

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