Best Practices of IT Service Desk

Best practices of the IT service desk
Companies have been running IT services for many years and some good practices have emerged from these operations.

Customer involvement

• Review customer behavior and expectations to make sure you understand their needs
• Provide a self-help portal for the end user accessible 24 hours a day (even when the service desk is closed)
• Use SLAs and priority / severity classification to differentiate requests, so that you can first address the most critical
• Try to solve the problems at the first point of commitment and avoid brochures, escalations and the need to call back
• Conduct customer satisfaction surveys regularly to understand what your customers think about the services they are receiving.

Service Desk Management & Reporting

• Use real-time help desk reports, panels, and analyzes to monitor operations and initiate corrective actions before problems become problems.
• Make sure the scaling and transfer processes are clear and well understood to prevent loss of ALS
• Leverage the analytical capabilities of your ITSM system to reduce the time / effort to generate reports
• Make sure management experiences are first hand in his service desk operations to appreciate what the service desk staff does and the challenges it faces
• Treat service desk staff as a professional communicator and problem solver by providing them with the tools they need to succeed.

Use of technology to support IT service

• Implementing the service requires workflow features in the support service software to help orchestrate escalations and transfers
• Provide automation functionality for common user requests (login, password reset, etc.)
• Use the software on the service desk to facilitate and record communications between agents and applicants.
• Integrate your Service Desk systems into your wider ITSM to provide agents with greater access to information about the IT environment

Knowledge Management

• Implement a knowledge management system to acquire knowledge in a place that multiple people can access.
• Provide answers to frequently asked questions directly to end users, avoiding the need to contact an agent
• Keep your knowledge records current and accurate by checking and deleting knowledge records frequently

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