Wednesday, April 10, 2013

Transformation Help Desk To Service Desk

Transformation from classic Help Desk To Service Desk environment should include:
  • People
    • Performance
    • Structure
    • Communication
  • Process
    • Incident & Request
    • Knowledge
    • Feedback
  • Technology
    • Service Management
    • Telephony
    • Remote Control
The Help Desk has long been the appropriate solution to enable IT to meet the demands of users. As is often the case in business, they call in case of problem and technicians are working to address them as quickly as possible, mainly by “playing firemen.” However, as the business grows, the service management becomes more complex and requires a new approach. To take the next step and spend plugging gaps in preventive planning, companies must be prepared to move from reactive support to proactive support services business.

We must first abandon the old  Help Desk function in favor of a centralized Service Desk. This allows us to offer customers a single point of access and a front coordinated the resolution of any problem, it is related to software, hardware or other factors. In this scenario, a service request can be addressed via multiple channels (phone, e-mail, Internet). The Service Desk is in communication with the customer until the problem is routed to the appropriate specialist and resolved.

The resolution from reactive to proactive

Centralization of services must be accompanied by the centralization of data. The Help Desks traditional suffer mostly from a lack of centralized information forcing teams to gather bits of information to try to get a complete view of a problem. Often, technicians respond to correct a problem … and realize later that the repair has created another problem, potentially more serious.

A Service Desk can avoid this guessing game and proactively manage incidents and problems, providing a complete view and better tools for reporting and analysis. It is thus possible to reduce the duration of outages due to early detection, a more efficient establishment of priorities and faster identification of the root cause of incidents.

Manual processes to automation

Once centralized services, the department is able to automate business processes hitherto manuals. Structured around the Service Desk as a platform for communication and workflow management, process automation brings many advantages: reducing the time required to perform repetitive tasks, reducing the cost of maintenance and support and improved results.

Oriented KPIs KPIs oriented SLA incidents

Even if the key performance indicators (KPIs) based incidents are required to keep their important commitments to customer service level (SLA) comes to the fore in the context of managing a Service Desk. Too often, computer users and do not speak the same language. The information from the first have no meaning for the latter, who do not understand why their problems are not classified as “urgent”. Implementation of SLAs can bridge this gap by defining common indicators that promote more effective communication.

The Seven Deadly Mistakes
When placing a proactive Service Desk, implementing a successful knowledge base avoids the “seven deadly Mistakes” that affect traditionally Help Desks:
  1. The increase in call volumes, one of the main causes is the failure to implement an existing solution to a recurring problem. Knowledge base should allow technicians to quickly and easily enter a new solution in the form of paper, each time a new problem is diagnosed and resolved. In a proactive perspective, the knowledge base to automatically alert management of recurring problems.
  2. Increased training costs  – A centralized knowledge base reduces the training time by eliminating the need to memorize information and to seek answers from multiple sources. It can also reduce the learning curve jargon internal Service Desk and the company, which is often a barrier to effective research answers (allowing the definition of specific terms in a glossary customizable).
  3. Increased lift call – According to the Help Desk Institute, the rise of an incident from a site self-service to a first level technician can get the cost of 1.50 to 19 $(cost level two technician as high as 60 $). To limit the rising appeal, increase the likelihood that customers self-service technicians and first level without assistance are the correct answers in the knowledge base.
  4. Duplication of efforts – Redundant efforts are a waste of resources and a source of frustration for technicians second and third level, who prefer to tackle specific problems, rather than having to constantly stopgap. A solution that optimizes the process of reviewing items Knowledge Base also takes on its full meaning.
  5. Inconsistency of response -The provision of inaccurate or inconsistent responses undermines the credibility of the Service Desk. It can lead users to bypass procedures in place to contact technicians who have already managed to solve their problems. A centralized knowledge base can contribute to the credibility, since the recorded information is up to date and accurate.
  6. The length of time for resolutions -If there are multiple factors that may lengthen the time resolution (severity of problems, queue calls, etc..), The resulting print is always the same: that of a poor service . The ability for customers to access directly a part of the knowledge base reduces the time resolution and increases the rate of satisfaction.
  7. Brain Drain -The high staff turnover is a reality the Service Desk. However, it is possible to mitigate the negative impact by ensuring that if departure of experienced technicians, knowledge is not lost. This includes a culture of knowledge sharing.
Successful self-service
The self-service access to customers is not new, but most companies are still struggling to implement it successfully. Simple measures can encourage the adoption of self-service by customers, reducing the need for interaction with call center and allowing the Service Desk resources to focus on more strategic issues and complex.
  • Use a familiar interface, simple and clear
  • Book free service to non-priority problems. Some problems are handled more efficiently by a dialogue between the user and The adviser. However, one of the most frequent calls to the Service Desk is also one of those best suited to self-service user account activation.
  • Leveraging the capabilities of voice server to meet the expectations of customers self-service. Free phone service is particularly useful in the case of incidents affecting many customers, such as email outage.
  • Open access to knowledge base – Surveys consistently show customers that they greatly appreciate the opportunity to manage their own problems by self-service.


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