group. They are, in fact, users also – users of the system within which they operate but have very little control over.
The conventional “best practice” in the IT service management service model of an IT Service Desk design mandates the process for support or requests by users. Assuming IT staff have access to the right resources, including knowledge of the systems, those issues can be resolved or requests can be fulfilled to the users' satisfaction. However, many users find interacting with IT challenging; the reasons are varied, complex, and perhaps can be attributed to
The faceless face of IT – the IT service desk
The Service Desk is the face of IT – it is the gateway for those external to the IT department and potentially the only source of contact for those external to the organization, making it vitally essential yet in our view underrated.
To use the conventional term IT Service Desk ignores the fact that it is people who are “the desk”. Just as “users” are often considered homogeneous, the service desk is not an inanimate object but rather individuals with knowledge, experience and desires as diverse as any user
being that your design decisions impact on."
The seven tenets of human-centred design | Design Council
Diagnosing the Conventional
IT Service Management models
by Katrina Macdermid