The future of Service Desks is customer request centers. They will be designed with an outside-in approach that flips the traditional focus on technology to an emphasis on business demands and user expectations. While IT Service Management has already shifted IT to a service delivery model rather than the traditional technology availability focus, the next generation of service management technology emphasizes customer experience and business self-service.
Key attributes of this model include:
To achieve this vision, I recommend starting with a self-assessment. Here are some questions that can help you examine your current state.
|How we’re doing||Need for improvement|
|Strong yes||Mostly yes||50-50||Mostly no||Not at all||Urgent||Important|
|Do you have a User Request Portal that lets users find information, perform self-help processes and submit tickets?|
|Did you usability-test your User Request Portal implementation before launching?|
|Are most users successful in helping themselves (or do you get a lot of tickets for issues that should have been resolvable by self-help without a ticket submission)?|
|Behind the scenes, have you automated processes that users are likely to use? Do you measure their successful use and adapt as needed? Can you add or change processes easily?|
|Can users access a knowledge base that explains their issue?|
|Can users gain visibility into the status of a request on their own?|
|Can users easily respond – and get a response from IT – when they are not satisfied with the outcome of a ticket they submitted?|
|Do you facilitate input from users on how to improve the site and your services?|
|Do you regularly measure benchmarks for self-service and conduct surveys to assess user satisfaction?|
|Do you have plans in place to continually assess and improve the User Request Portal? Are your portal and its underlying processes easy for IT staff to adapt?|
If your answers are not overwhelmingly yes, then you are ready to investigate and evaluate a new approach to ITSM. Do you have comments or additional assessment questions to add?
|Colin Teubner is Senior Product Manager for the Serena Service Manager offering. Prior to Serena, Colin was the BPM product manager at Global360. He was also at Forrester Research for five years where he was the Senior Research Analyst covering the Business Process Management segment.|