10 things you need to STOP doing in your IT service desk
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When deploying a service desk, we usually focus on the big things like change management and asset management, but quite often we forget a few simple things that can make even the best executed service desk projects a disaster. 10 things you need to stop doing in your IT service desk. Brought to you by http://freshservice.com
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10 things you need to STOP doing in your IT service desk
- 1. 10 THINGS YOU NEED TO STOP DOING in your service desk
- 2. Follow ITIL BLINDLY 1
- 3. IT should adapt to your business NOT THE OTHER WAY ROUND. One size does not fit all.
- 4. Take all metrics to heart 2
- 5. Click here to join us on a webinar on Define what you want to improve. Measure accordingly. “All metrics are born equal, this topic. but some metrics are more equal than the others.” George Orwell
- 6. 3 USE EXCESSIVE JARGON
- 7. Protip: Talk human language. USE EXCESSIVE JARGON It might be cool to talk tech, but to your customer, it is just a ******** reset.
- 8. Deploy a new feature & 4 expect people to start using it.
- 9. Educate Engage Involve. Deploy a new feature & expect people to start using it.
- 10. 5 Build & forget
- 11. Service desk is a journey, not a destination. Build & forget
- 12. 6 MISSING MISSING Office chair Responds to the name Chairry Please return if found Nuclear war head Please return to the army if lost Call 800-THE-ARMY Having similar SLAs for ever23hing
- 13. MISSING Office chair Responds to the name Chairry Please return if found MISSING Nuclear war head Please return to the army if lost Call 800-THE-ARMY Having the same SLA for two different processes is a crime.* *Just kidding about the crime part. But you get it, don’t you? 6 Having similar SLAs for ever23hing
- 15. Your customers deserve to know, even if it’s bad news. NOT COMMUNICATE
- 16. Give users a self service portal that looks like it was built in the 80’s. Just like the font used in this slide. 8
- 17. Your customers are used to modern apps. They deserve a well designed service desk.
- 18. Bureaucracy 9
- 19. THE CUT DOWN RED TAPE Bureaucracy
- 20. And, finally…
- 21. 10 STOP HAVING FUN.
- 22. STOP HAVING FUN.
- 23. 10 THINGS YOU NEED TO STOP DOING in your service desk Good deed of the day.