ITLC Hanoi - Establishing a service desk
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This document summarizes an ITSM webinar on establishing a service desk. It discusses that a service desk involves people, processes, and technology to fulfill its key purposes of resolving user requests, capturing information, diagnosing needs, and escalating issues. It outlines the roles of service desk staff, necessary skills like problem-solving and empathy, and importance of ongoing training. The webinar emphasizes treating service desk staff with respect by providing opportunities for development, celebrating their work, and recognizing their role in supporting the organization.
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ITLC Hanoi - Establishing a service desk
- 1. ServiceDeskPlus.com/webinars ITSM Webinar Series Part 1. Establishing a Service Desk With Rob England (IT Skeptic)
- 3. ServiceDeskPlus.com/webinars Service Desk is a function • People – Roles, responsibilities, KPIs • Process – Activities, metrics, reporting • Technology – Data, workflow, automation
- 4. ServiceDeskPlus.com/webinars Service Desk People • What they do • Who we need • How to grow them – Empathy – Training – Respect
- 5. ServiceDeskPlus.com/webinars Purpose of the Service Desk 1 To ensure user’s requests are fulfilled In the case of an incident: restore users to a productive state. 2 To capture useful information and assess the request for category and priority. 3 To diagnose what the user needs 4 To resolve as many requests as possible on first call or first level. 5 To escalate requests to those who can resolve them. 6 To own, track, and coordinate requests until they are resolved 7 To monitor service levels for potential breach 8 To communicate regularly with users until their request is resolved 9 To close requests and keep good records 10 To monitor and report trends: performance, numbers, satisfaction
- 6. ServiceDeskPlus.com/webinars Not the Purpose of the Service Desk 1 To monitor services or systems 2 To coordinate restoring an interrupted or degraded service 3 To monitor customer satisfaction 4 To manage, track or resolve problems 5 To manage, track or resolve changes 6 To maintain a service catalogue 7 To negotiate or manage SLAs
- 16. ServiceDeskPlus.com/webinars Staff • No dumping • No backpackers • Recruit
- 17. ServiceDeskPlus.com/webinars Basic skills 1 Friendly, patient, helpful 2 Like solving problems, and good at it 3 Tenacious 4 Smart 5 Details-oriented, methodical, tidy
- 21. ServiceDeskPlus.com/webinars Training • Induction • Refresher • Weekly • New services • Updates • Improvement
- 22. ServiceDeskPlus.com/webinars Churn Whose fault is churn? • Hired the wrong people • Did not provide decent conditions and equipment • Did not respect and honour what they do • Did not provide opportunities for development within the job
- 24. ServiceDeskPlus.com/webinars Respect • The leading edge • A career
- 25. ServiceDeskPlus.com/webinars When you go back to work… • Where do the service desk sit? • When did they last talk to a user in person? • Who is your best SDA? How will you keep them? • Who recruits SDAs? What criteria? • What SD training requirement is in project or design templates? • When was the last SD celebration? • What could be done now to improve the SD physical environment? • What can you do to show senior management what an important job SD do?