IT Health Check

How to Achieve ITSM Success in the ‘New Normal’

The COVID-19 pandemic has undoubtedly changed the IT service desk operations forever, placing the greater need for operational efficiency. Before the crisis, business leaders viewed efficiency through the speed and cost lens. But, what does improving IT service desk efficiency in the ‘new normal’ require? In this article at ITSM Tools, Liliana Gary shares 8 aspects that your IT service desk should focus on to function better in the ‘new normal.’

IT Service Desk: Aspects to Consider

Focus Must Be on People

The purpose of your IT service desk is to get people and services back up and running as quickly and efficiently as possible. The service desk’s goal must be to minimize the downtime and supply the IT capabilities that employees need to work seamlessly.

Measure Customer Support Success

With so many changes in the first half of  2020, your previous industry-standard targets may no longer help you achieve your business goals. “Industry benchmarks have always been both helpful and potentially dangerous,” says Liliana. Therefore, you must measure your success against customer expectations in the ‘new normal,’ not the industry benchmarks.

Prioritize Employee Wellbeing

Studies have revealed that 71% of employees stated that working in IT has adversely affected their wellbeing to some extent, and 21% reported being affected considerably. As a leader, you must do whatever you can – from conducting surveys to holding personal interaction sessions – to identify and address the issues employees face.

Reassess Your Metrics

Review your IT service desk metrics regularly. Reviewing the metrics helps you in getting rid of redundant targets and include new ones that are relevant to the current scenario.

An effective IT service management system that consists of all-in-one capabilities will undoubtedly lower costs and increase productivity when implemented across the enterprise. To read the full article, click on

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