The Service Desk is the window into IT Services. When things go wrong on the Service Desk, the organisation’s perception of value to the business that the IT department delivers can suffer and, more importantly, the reputation of the people managing IT Services will also suffer.
Ask any experienced consultant and they will tell you that the typical starting point for any improvement initiative based on IT Service Management best practice is at the Service Desk, and the Incident Management process which guides its activities.
The simple reason behind this is the fact that IT Support is a core and most visible element of IT Service Delivery. Most organisations have a function in place to ‘fix’ things with some level of maturity. Improvements to this area are seen to be relatively quick to obtain with a high benefit to the business customer without requiring major organisational change – but critical to success are the people providing the customer support activities.
Pink Elephant’s Service Desk & Customer Support service places the emphasis on the improvement, staffing and management of your customer’s single point of contact to IT.
Service Desk Assessment
Service Desk Improvement
Managed Service Desk