But what’s the issue?
Well it’s the erroneous (or not thought of) assumption “users” are the same; you work for the organisation, you use IT and you have an IT issue; there is a number or channel for you to contact the IT service desk.
Let’s play that out.
Most people know there are high direct financial costs in having the infrastructure for recruiting, replacing, onboarding and offboarding employees in any workplace. “It turns out that agent turnover is not only costly, it also has an adverse impact on service desk performance!”
Over to You:
Have you ever experienced a poor experience with an IT service desk?
Do you think the IT service desk should be viewed as more than just a “stepping stone” to progressing a career in IT?
Let’s look at another conventional model - of “best practice”
Incident Management
Incident management is arguably one of the most utilized processes in IT service management. The process is designed to restore services as quicky as possible to agreed levels of service.
We discussed earlier that for decades we have designed the same approach to IT
service management and this is also true for reporting an incident - if a user has an IT issue a ticket must be logged via the IT service desk.
CALL OUT - Conventional IT service management design focuses on the production of the interaction of technology designed around the constraints and skills of an IT department, rather than the broader problem of solving for the user and customer.
The process was designed based on the premise the IT service desk should be the single point of contact for all users – conceptually this makes sense – one number to call (or one channel; portal, chat, etc) for all IT issues. Users don’t need to remember different numbers or different ways to access IT for different IT issues e.g.: one number or channel for password reset and another number or channel for a slow performing application.