Five Steps To Improve Service Desk Effectiveness

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.