IT Governance

The 4 Foundational Pillars for Better IT Service Desk Performance

The IT service desk always has one mission: to make life better for everyone it serves. How it goes about achieving that goal can vary from day to day and from organization to organization. But in a post for ITSM.tools, Nancy Van Elsacker Louisnord suggests that there are four overall pillars of modern service desk improvement:

  1. Customer centricity
  2. Continuous optimization
  3. Culture of innovation
  4. Agile approach

Holding Up the Desk

Louisnord actually uses Amazon as a roundabout inspiration for these pillars, but it does not require a bunch of Amazon metaphors to explain the pillars. For instance, the customer should always be at the center of what the service desk does. That means being meticulous about the customer journey and smoothing out this experience as much as possible. It also means not wasting time on features that do not contribute to a faster, easier customer experience.

Next, about continuous optimization, Louisnord says this:

Continuously improve your IT support services – and don’t let excuses, lulls in motivation, or other priorities take away from this goal. Making these services as useable as they can be is key to customer centricity and continuously offering the best IT support services possible.

This can also be applied to the way you organize your team, too. Constantly optimizing your operations not only improves services for your customer, but also helps make your life as a service desk member or leader easier.

By comparison, a culture of innovation is not something that can be produced through the implementation of some new processes. Innovation can only be fostered through encouraging conversation. This might mean inviting others to strategy meetings, and/or creating a platform that allows anyone to share their new ideas. And as you do this, you should also be making the push for agile in tandem. Agile is taking over the world for good reason.

For additional thoughts, you can view the original post here: https://itsm.tools/2018/01/11/the-4-foundational-pillars-for-better-it-service-desk-performance/

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