The document discusses how service desks need to change and align more closely with business needs in today's environment of cloud, BYOD, and remote work. It proposes that integrating a Business Productivity Team with the service desk can help address this need. A BPT would have a singular focus on enabling business outcomes in a proactive and flexible manner. Rather than replacing the service desk, a BPT could coordinate with the service desk to help it better align with and support business challenges by shifting the purpose and location of IT service support to be more business-centric.

1. -HABEEB M.ABDUL KADER
SERVICE DESK AND BUSINESS
PRODUCTIVITY TEAM

2. For the last 25 years the successful SERVICE DESK has served as “COMMUNICATION CENTRAL” for
the Customers.ITIL declares SD as SPOC(single point of contact).Whose Primary function is
communication and ownership of the incident management process.
The Idea I would like to share is how service desk can change according to rapid change in the
environment which has entered an era of Cloud,BYOD(bring your Own Device),SYOD(support
your own device)
Hence it is necessary for a SD to be Aligned with the business, which a BPT (Business
Productivity Team) integrated with SD would address.
OVERVIEW

3. SD as we know is Asset centric (old approach),Service Centric,Business Centric(future approach)
SERVICE DESK DELIVERY MODEL
Better aligned to
business,proactive,flexibility,
customer satisfication
Application
Services,workplace
support,collaboration
Services
desktop support,Network
monitoring,Exchange
monitoring,server administration

4. ❖ BPT have a singular focus on enabling business outcomes.
❖ BPT is not a replacement to SD but it is an IT capability when co-ordinated together with SD
would assist the business growth
❖ BPT enables SD to be better aligned to the business Challenges
❖ BPT shifts the purpose IT service support(Business Centric),it shifts IT service support
place(BYOD or Remote).
BUSINESS PRODUCTIVITY TEAM

5. SD AND BPT ANALYST PROFILE

6. ❖ Idea is to rethink traditional IT service support approaches.
❖ To show the business that the IT service desk can do more than fix things
when they break.
❖ we also need to go beyond following frameworks and incorporate best
practices which would enhance the engagement with the business.
Reference:
Gartner 2013 service support report.
CONCLUSION