The Aging Help Desk: Migrating to a Modern Service Desk

Transcription

1 Brochure More information from Description: The help desk that first arrived on the scene nearly 20 years ago has been redefined. No longer is its role to simply record and respond to user issues that arise with technology. While that responsibility continues to persist, the help desk s role has continuously expanded as it naturally has a place in many IT management activities. Today, it serves as the hub for service management activities that reach out to most Information Technology Infrastructure Library (ITIL) domains such as asset management, configuration management systems, change management, knowledge management, the service catalog and more. The help/service desk commonly serves as the most logical starting place for corporate best practice initiatives. For this study, EMA surveyed 158 IT professionals with help/service desk responsibility and familiarity with their organization s ITSM initiatives to explore the evolution of the help desk to the service desk. This quantitative data was complemented by 14 in-depth telephone interviews. Even in this down economy, companies are looking at the help/service desk as a place where investments can be made with many different types of returns. This investment does not always take the form of product replacements. Instead, monetary gains can be achieved through more effective use of staff, reduction in the number of operations that are in place, more strategic approach to software deployments, etc. User priorities and goals were assessed in this research along with operational elements such as metrics that would help IT to improve the quality and credibility of its operation. Contents: Executive Summary Research Profile Methodology Demographics Company Size Industry Roles and Regions The Contemporary Help/Service Desk Environment Organizational Viewpoints of the Help/Service Desk Service Desk or a Help Desk Practitioner Views of the Service Desk Larger Management Goals for Help/Service Desk Service Desk as a Driver for Overarching ITSM Strategy Anatomy of the Help/Service Desk Solutions in Use Organization, Support Teams and Workload Measuring Support Desk Performance Functionality Needed for the Help/Service Desk Basic Requirements Importance of Basic Requirements Deployments of Basic Requirements Self-Service Importance of Self-Service Features Deployments of Self-Service Best Practice Support Importance of Best Practice Disciplines Deployments of Best Practice Disciplines Business-Focused Support Features Importance of Business-Focused Support Features Deployments of Business-Focused Support Features

2 Integrations to Smooth Operations Technology Silos Importance of Technology Silo Integrations Deployments of Technology Silo Integrations ITSM Integrations Importance of ITSM Integrations Deployments of ITSM Integrations Process/Automation Importance of Process/Automation Integrations Deployments of Process/Automation Integrations IT and Business Management Importance of IT and Business Management Integrations Deployments of IT and Business Management Integrations Challenges with Managing Multiple Help/Service Desks Multiple Help/Service Desks Approaches for Managing Multiple Service Desks No Stone Unturned: Synergies between Customer Service and IT Support Replacing Current Products Vendor Considerations Licensing Considerations Justifying Your Software Selection Three Must-Have Capabilities for the Modern Service Desk Considerations for Acquiring a New Solution Conclusion Appendix A Focal Interviews Healthcare Organization Multiple Support Operations ITIL Experiences in a Mid-Tier Organization 2009 Enterprise Management Associates, Inc. All Rights Reserved IT MANAGEMENT RESEARCH, INDUSTRY ANALYSIS AND CONSULTING Automotive Manufacturer Merging Operations for Cost Control ITIL Experiences Large Furniture Manufacturer ITIL Experiences Australian Government Organization Consolidating Operations ITIL Experiences in a Government Entity Large Financial Services Enterprise Evolving to Service Desk Operation

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