Welcome to a multi-part series on running an effective Service Desk. This guide will help you build and maintain an effective (and efficient!) service desk for your organization. No matter if you have 5 employees or 50,000, this guide will lay out the framework to allow you to expand and grow as needed as well as make sure your users are getting the best service around. This guide has large-enterprise in mind, but if you are a small organization don’t fret! The same concepts apply.
A little background
Service Desks (formerly “Help Desks” if you wish to evolve the lingo), are a critical part of any organization. They’ve evolved over the years (which is why you see more “service” and less “help” terms) and now many departments share the same platforms as we move more into a service-oriented world. Everyone from facilities to HR to IT are using service desks with the latter being the most prominent. Does your organization have a service desk? If not, you need one. I have seen organizations become much more successful when they have one. I’m sure you’ve heard the phrase of “having the right tools for the job”. You wouldn’t plant a tree with a toothbrush, so why would you run a service desk without a proper service desk tool? The tool can be in-house (through this is strongly discouraged and you’ll see why – unless you have the dev team to keep it running) or a third party. In this series, we will look at several different tools to get you started.
This guide has several parts and each one should be read carefully. I’ve seen service desk fail simply because they didn’t follow proper organization. This guide will help you get there.