Develop an IT Service Desk Strategy

ITIL is not a strategy. You’ll have to develop your own.

Your Challenge

  • For many organizations, the end-user community now includes a wide range of technology sophistication. Some users continue to depend on the IT Service Desk while others turn to web searches and coworkers before contacting IT. As a result, the Service Desk has new competitors for level 1 support but still receives complex and unsolved issues.
  • IT Infrastructure Library (ITIL) has become a global standard for Service Desk best practices, but this is not helping IT leaders to develop a viable Service Desk strategy.

Our Advice

Critical Insight

  • Service gaps have emerged as a subset of users attempting to self-solve. As a result, the Service Desk is not involved in the initial stages of some technical solutions, and the Service Desk statistics do not reflect the true cost and nature of support needs. The fact that users are helping each other often leads to sub-optimal and incorrect solutions.
  • The focus for IT needs to shift from “How can we satisfy user support needs at the lowest cost to IT?” to “What is the most cost-effective way to solve the user’s technology problems and get them back to work?”
  • Key pieces of the Service Desk technology capability are under-utilized. These include the Knowledge Base content, solution templates, and incident categorization.

Impact and Result

  • Understand the value of developing a Service Desk strategy that is aligned with corporate and IT strategy.
  • Right-size your ITIL orientation.
  • Implement the best mix of Service Desk channels for your organization.

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Get to Action

  1. Understand the shifting landscape of technology support

    Develop a revised Service Desk strategy.

  2. Keep an eye on current and future Service Desk needs

    Identify and track gaps in Service Desk coverage.

  3. Contrast the economics of competing Service Desk software solutions

    Use Info-Tech’s Service Desk TCO Comparison.

  4. Reach out to potential solution vendors

    Develop a Service Desk RFP.

  5. Introduce record keeping for the various vendor demonstrations

    Use the Info-Tech RFP demo scoring tool.

  6. Ensure consistency in the vendor demonstrations

    Use the Info-Tech demo template.

Guided Implementation Icon Talk to an Analyst

Our analyst calls are focused on helping our members use the research we produce, and our experts will guide you to successful project completion.

  • Book an Analyst Call on this topic. You can start as early as tomorrow morning. Our analysts will explain the process in your first call.
  • Get advice from a subject matter expert. Each call will focus on explaining the material and helping you to plan your project, interpret and analyze the results of each project step, and setting the direction for your next project step.

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Search Code: 55672
Published: July 17, 2012
Last Revised: August 2, 2012

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