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Customer Experience Team: The Next Transition

Are you ready to enter a new dimension of customer experience? Ryan Ogilvie for the blog Service Management Journey explores the possibilities of moving beyond the help desk reality and into the Service Management Zone.

Entering a New Reality

They are calling to you – the customers. They are starving for IT support and they don’t care what name you give to your support desk. Yet the fact is that each type of service desk is its own reality. The help desk is designed to help with acute problems such as having trouble accessing a group folder. The service desk, on the other hand, is on a higher plain. It looks to strategically utilize other teams to leverage improvements across the organization.

Preparing to Leap

Should one cross over to this new customer service reality? Is the timing right? The necessary adjustments that accompany this transition should be considered before the leap is made. For instance, is your IT unit prepared to handle all customer experiences of IT and beyond to HR? Does your team have the requisite skills? Can your organization accommodate structural changes of a centralized service desk?

Is Transition Possible?

To make the journey to full service management without getting scrambled in the transition requires coordination between the customer experience team (CET), support teams, and relevant departments. The proper triangulation of these three components is essential to a safe and sustained transition to the Service Management Zone.

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About Eric Anderson

Eric Anderson is a staff writer for CAI's Accelerating IT Success. He is an intern at Computer Aid Inc., pursuing his master's degree in communications at Penn State University.

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