prior experiences (or perceptions) of dealings with IT. These other contributing factors include
· long wait times
· unclear instructions
· “wicked problems” that have no easy
answer
· proposed solutions that do little to fix
the issue with inadequate “workarounds” offered
as the solution
Swivel chair and IT service management?
Swivel chair - A technical term commonly used by IT support staff. The term is derived from a silo design mindset; resulting in the same information to be entered into multiple systems.
This typically necessitates physical moment turning from one screen to another – hence the term “swivel chair”.
The IT service desk – should it just be stepping on stones?
Again, best practice specifies the IT service desk as the primary point of contact between the IT organization and users. It is said that modern IT
service desks should focus on customer experience, and a wider knowledge of the organization as a key attribute for a successful IT service desk.
It is hard to argue against “customer experience and knowledge of the organization” enabling better outcomes. How do you get the knowledge when an IT Service Desk role is seen both as a stepping stone to the dizzying heights of infrastructure or apps teams, and as a role that is not overly important and not a career destination? And from an individual’s perspective, is it worth investing time in growing that knowledge if the service desk role is seen as a transient role?
Frameworks like ITIL® have evolved to meet new ways of creating and supporting services. However, the fundamental approach to IT service management is still the same as it was in the 1980s. The process to respond to a user issue or a service request are almost identical to what they were when IBM first invented the term 'help desk' in the 1980s.
Figure 3: Perceived challenges from users when contacting the IT service desk