Five Steps To Improve Service Desk Effectiveness

December 30th, 2011
With contributors:
Doug Washburn, Lindsey Kempton


The service desk is your IT organization's first line of response to business user incidents and requests. Because these interactions shape your business' perception of IT, it's critical to not just resolve the issue but do it in a timely manner that maximizes user satisfaction. To manage these expectations in a cost-efficient manner, you must operate an efficient service desk that increases first contact resolution rates and minimizes costly escalations. To do this, your service desk staff must be empowered, knowledgeable, and equipped with the proper tools. This report identifies five key people, process, and technology investments IT infrastructure and operations leaders should make to improve service desk effectiveness.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use costumer obsession to accelerate growth. That means empowering you to put the costumer at the center of everything you do: your leadership strategy, and operations. Becoming a costumer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.