itlc hanoi - establishing a service desk

ServiceDeskPlus.com/webinars

ITSM Webinar Series

Part 1. Establishing a Service Desk

With Rob England (IT Skeptic)


Service Desk is a function

• People

– Roles, responsibilities, KPIs

• Process

– Activities, metrics, reporting

• Technology

– Data, workflow, automation


Service Desk People

• What they do

• Who we need

• How to grow them

– Empathy

– Training

– Respect


Purpose of the Service Desk 1 To ensure user’s requests are fulfilled In the case of an incident: restore users to a productive state. 2 To capture useful information and assess the request for category

and priority. 3 To diagnose what the user needs 4 To resolve as many requests as possible on first call or first level. 5 To escalate requests to those who can resolve them. 6 To own, track, and coordinate requests until they are resolved 7 To monitor service levels for potential breach 8 To communicate regularly with users until their request is resolved 9 To close requests and keep good records 10 To monitor and report trends: performance, numbers, satisfaction


Not the Purpose of the Service Desk

1 To monitor services or systems

2 To coordinate restoring an interrupted or degraded service

3 To monitor customer satisfaction

4 To manage, track or resolve problems

5 To manage, track or resolve changes

6 To maintain a service catalogue

7 To negotiate or manage SLAs


Service Desk is like…


Staff • No dumping

• No backpackers

• Recruit


Basic skills

1 Friendly, patient, helpful

2 Like solving problems, and good at it

3 Tenacious

4 Smart

5 Details-oriented, methodical, tidy


Technical skills


Empathy


Rotate staff


Training

• Induction

• Refresher

• Weekly

• New services

• Updates

• Improvement


Churn

Whose fault is churn?

• Hired the wrong people

• Did not provide decent conditions and equipment

• Did not respect and honour what they do

• Did not provide opportunities for development within the job


Celebrate


Respect • The leading edge

• A career


When you go back to work… • Where do the service desk sit? • When did they last talk to a user in person? • Who is your best SDA? How will you keep them? • Who recruits SDAs? What criteria? • What SD training requirement is in project or design

templates? • When was the last SD celebration? • What could be done now to improve the SD physical

environment? • What can you do to show senior management what

an important job SD do?


Demo

itlc hanoi - establishing a service desk

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