Help desks go through their fair share of growing pains. What may have started out as IT support based on sticky notes and dropping by Joe's office can quickly become a full-blown service management system with call representatives, managerial staff, increasingly complex software, and ever more help desk tickets. Failing to examine help desk operations and audit service performance will cause tensions to grow between IT staff and end users.
Auditing may have a bad reputation, but a good audit can drive positive change and help keep operations on track. Rather than viewing an audit as an attack, look to it as a development tool. Even if there is much to celebrate, there will always be room to improve service delivery. Some benefits include:
- Improved services.
- Lower costs.
- Increased staff retention.
- Increased customer retention and satisfaction.
- Chance to redesign processes that are found lacking.