There is no cookie-cutter answer for conformity amongst the various services desks. A post for Valorize IT discusses the most pertinent aspects to consider when equipping service desks with the proper tools.
A well-armed service desk is especially necessary in scenarios in which their jurisdiction encompasses a large area because of operations spread across many cities. Sometimes a service desk is not physically at the same location. They need to be educated and able to answer questions and communicate well with others in the organization.
There are five important things to keep in mind when arming a service desk:
- Share information
- Work Force Automation
- Process Integration
- Keep the Service Desk informed
- Consistently developing the knowledge base
In the case of a large organization, there are probably quite a few service desks, in a variety of locations. It is important that they are able to communicate with one another in order to prevent repeat errors or other easily preventable problems. Automation meanwhile can be a very useful tool that saves time, but can only properly be implemented in a mature service desk. It is easy for tickets to be lost or have to relentlessly remind people about turning tickets in. Sometimes automation is not right for an organization, but it is something to keep in mind for the future.
The service desk tool should support the process. The service desk needs to have access to information about the different processes so that they can effectively do their job. There also absolutely, positively must be a request fulfillment process. Organize these in the same manner as incidents would be.
Being knowledgeable about what is happening is vital for the service desk to run successfully. They need to be in the loop. To “take information hostage” is a terrible idea and will ultimately accomplish nothing. Likewise, learning from mistakes is a wonderful thing. When something goes wrong, it is wise to catalog it in some searchable way so that in the future this knowledge is easily accessible. These adversities can help give power and prevent future fumbles.
You can read the original post here: https://valorizeit.wordpress.com/2015/10/06/is-there-a-universal-tool-for-the-service-desk/