What is the value of the Service Desk in your organization?
A.) They are a strategic asset to the organization. They effectively manage end user’s IT related issues and we view them as being IT’s most knowledgeable resources about the customer’s experience with technology. We often consider their recommendations when evaluating IT and business strategy.
B.) They deal with end user issues. They are necessary evil to protect our expensive IT resources from answering customer calls yet they still escalate too many incidents to the next level.
If you answered “B” as the Service Desk is considered a necessary evil, you should consider if the Service Desk could bring additional value to the organization and evaluate the root cause of their current situation.
Mature Service Desks can provide tremendous value to the organization. They understand the end user experience. They know how to troubleshoot an issue often gaining valuable knowledge about the business process and how technology enables the required outcome. Experienced Service Desk agents will recommend workarounds to an end user which will allow them to complete critical tasks even if the root cause of an incident has not been addressed. They often keep the end users productive while their technical issues are being addressed.
The mature Service Desk understands customer impact. They recognize the business impact of technology issues and this can be translated into a cost to the business. This department has a wealth of information about which technologies are causing inefficiencies in the business or creating unnecessary interruptions in productivity.
The relationships developed with the business, the focus on productivity, and the information relating to customer impact are all strategic assets. This department provides tremendous value to the organization yet many times, this value is not realized.
Why isn’t your Service Desk a strategic asset? Why isn’t the Service Desk providing significant value to the organization? Consider the following top three reasons that Service Desks aren’t positioned to mature into strategic assets:
When evaluating your Service Desk, consider if they are positioned to mature into a strategic asset. If not, steps should be taken to remove the barriers to success.