June 28, 2005

Thirty-One Best Practices For The Service Desk

by Chip Gliedman

with Meredith Morris, John Ragsdale, Jessica Harrington

Executive Summary (This is a document excerpt)

Forrester recently surveyed 2,138 technology users at US companies to uncover their opinion of their company's IT organization and its technologies. While users are generally satisfied with the technologies their company has adopted, such as desktop technology and business applications, the IT organization needs to work on its help desk support and communication. Just 53% of users report being satisfied or very satisfied with their help desk support. This is cause for concern. As the help desk or service desk is the face of the IT organization, loss of help desk credibility can negatively affect IT perception, potentially resulting in tighter budgets, longer approval cycles, and a reduction in the overall role of IT in driving business change. Help desk organizations must assess their competencies, find areas for potential improvement, and grow. A list of best practices can serve as the starting point for such an evaluation and improvement process. Use this list to reconsider what you're doing and why, and what you should be doing and when. Balance each potential change in a practice, procedure, or technology with a cost/benefit analysis.

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