It is important as a Help Desk Manager or Agent to understand what Change Management is and how it is related to the Help Desk. In this posting we discuss what is Change Management and some of the important aspects of Change Management and the Help Desk. We then discuss what is a Request For Change, the responsibilities of a Change Manager and the Change Advisory Board, and what is a Forward Schedule of Changes. […]
You have trained your Help Desks Agents with support skills, your knowledge base is full of solutions, and you First Contact Resolution percentage is seventy percent or better. This still means that thirty percent of all Help Desk contacts (phone, email, and other means) are escalated to another group. What is a Help Desk escalation support group and how does that work? How does a Help Desk Escalation Support Group work? If the Help Desk […]
Building a Help Desk from scratch or redesigning an existing Help Desk requires thoughtful planning and efficient execution. Many core and secondary components make up an award-winning Help Desk at times it will seem like you are juggling tasks. However each of the components we will be discussing will have inter-dependencies with other components and will have to be considered when building a Help Desk from scratch. Almost thirty Help Desk core topics are covered […]
What is ITIL? In the 1980’s, Information Technology Infrastructure Library (ITIL) version 1 was developed by the UK Government for better IT Service Management, control and performance. What is ITIL? ITIL v1 was IT process focused. In the year 2000, ITIL v2 was introduce to a growing base of users. ITIL v2 was a consolidated focus of ITIL v1. The main books were the Service Support and Service Design books. In 2005, ITIL v3 was […]
The Help Desk receives excessive calls when problems are left unfixed and have an adverse service impact on the business. The objective of Problem Management is to reduce or eliminate the impact of problems on the company. Problem Management plays an important role in the detection, finding the root cause and providing solutions to problems to avoid their recurrence. At the Help Desk Problem Management is important to eliminate the frequent occurrence of problems. This […]
With a proven Help Desk ticket classification methodology such as CREATE, companies can Build a Help Desk Ticket category classification scheme that increases ticket trend reporting efficiency, enhance the ticket escalation process, improve reporting, and reduce overall support costs. Every Help Desk needs ITIL Help Desk ticket categories to handle the customer’s ITIL ticket type issues when they contact the Help Desk for support. Proper ITIL ticket classification of an issue when a Help Desk […]
Help Desk Key Performance Indicators or Helpdesk KPI are metrics used by Help Desk Managers to understand how well the Help Desk is performing in relation to their strategic goals and objectives. Help Desk KPIs metrics will help capture the internal workings and productivity measurements of the Help Desk and provide measurable results if the team is on track or not. One Help Desk KPI is Help Desk Agent occupancy, which is how much time […]
Knowledge Management is the collection of support information that has been optimized for customer support by your IT Help Desk Agents. All support teams use support information for customer focused systems data to provide support, however the most efficient and effective IT Help Desk support is provided by the use of a Knowledge Management System and designed with Knowledge Base best practices. For more insight on why an IT Help Desk Knowledge Management System leveraging […]
What is ITIL Incident Management? ITIL incident management is a process focused on managing the restoration of an IT service degradation or outage caused by a disrupting event that is not part of the standard operation of the IT service. ITIL Incident Management aims to return normal functionality to the customer quickly while minimizing the impact on the business. Incident Management is also focused on fixing the customer’s issue. The Help Desk is charged with […]
A logical IT Help Desk structure is important to ensure your company’s users know what support is available and how to contact IT Help Desk support. The ideal state is what we call a Single Point of Contact (SPOC) IT Help Desk structure. The SPOC IT Help Desk provides help and support for any issue verses just logging a call and escalating it. This means that your Help Desk will own the support ticket for […]
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