IT Best PracticesIT Governance

The Present & Future State of IT Service Desk

Being a single point of contact, the IT service desk acts as the meeting point between end users and services. It also helps end users to communicate their needs to the corporate IT department.

In this article at ITSM.Tools, Dr. Francisco J. Suárez explains that the IT service desk in an organization receives a lot of prolific information and feedback from the end-users. If used appropriately and implemented constantly, this information can bring beneficial outcomes for the firm.

Major Setback

A range of tools are available to collect and aptly utilize the information and data received by the IT service desk. Highly reliable for information and data management, these tools are not implemented in most of the organization’s service desks.

Similarly, the lack of communication is equally responsible for the reduced growth of the organization. Social media platforms and instant messaging services can fill this gap easily. The IT organizations can use AI, chatbots, or virtual agents to respect end-user expectations and bring modernization.

Collective Improvement

Apart from the tools and techniques of social media management, organizations can use some advanced practices to improve their IT service desk performance. Routing rules, gamification or simulation, service desk monitoring, incentive programs for agents, and agent coaching are some latest technologies to improve the service desk performance.

The author suggests that these techniques offer a great opportunity for issue diagnosis and improvement, consequently achieving a high level of success for the IT service desk. A well-organized service desk can create a better image of the IT organization to the customer while a below-par service will certainly leave a bad impression.

Click on the following link to read the original article: https://itsm.tools/2018/05/24/the-current-status-and-perspectives-of-the-it-service-desk/

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