• Customers expect a consumer experience with IT. It won’t be long until this expectation expands to IT service support.
• Messaging and threads are becoming central to how businesses organize information and conversations, but voice isn’t going away. It is still by far people’s favorite channel.
• Tickets are becoming more complicated. BYOD, telework, and SaaS products present a perfect storm.
• Traditional service metrics are not made for self service. Your mean-time-to-resolve will increase and first-contact resolution will decrease.

Our Advice

Critical Insight

• Bring the service desk to the people. Select channels that are most familiar to your users, and make it as easy possible to talk to a human.
• Integrate channels. Users should have a consistent experience, and technicians should know user history.
• Don’t forget the human aspect. People aren’t always good with technology. Allow them to contact a person if they are struggling.

Impact and Result

• Define which channels will be prioritized.
• Identify improvements to these channels based on best practices and our members’ experiences.
• Streamline your ticket intake process to remove unnecessary steps.
• Prioritize improvements based on their value. Implement a set of improvements every quarter.