By John Noctor, SDI Chief Delivery Officer As a consultant and auditor, one of the biggest challenges I find service desks face is creating a robust and meaningful strategy. I think the word “strategy” itself creates a mistaken sense of complexity and difficulty — and that really isn’t the case. All we are looking for is something to show you knowContinue reading “From Vision to Execution: A Comprehensive Service Desk Strategy Guide”
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What Does a Happy Service Desk Look Like In 2024?
Creating and maintaining a positive work environment is crucial for organisations pursuing long-term success. But when it comes to achieving a happy service desk, it’s about more than just resolving technical issues. It’s about building content and a motivated service desk team. But the big question is, how do we create a service desk that is both efficient and happy? Creating aContinue reading “What Does a Happy Service Desk Look Like In 2024?”
Getting Started with Shared Services
What is shared services? Shared Service is the over-arching term for the practice of merging or sharing elements of back-office functions (i.e. IT, HR, Facilities, Finance), whether its processes, tools, best practice, or a physical service desk team. Shared Services can be pertinent to businesses, as the service desk is not the only department within an organisation to offer services,Continue reading “Getting Started with Shared Services”
DevOps in ITSM: Report
DevOps’ Place in ITSM At the core of DevOps philosophy is its culture and mentality of continuous delivery, collaboration and communication, and leveraging automation can benefit the service desk in terms of shortening time to resolution and fulfilment. DevOps is more than a new way of working; it would bring a complete change in culture to the traditional landscape ofContinue reading “DevOps in ITSM: Report”
Wellbeing at Work: Report
Emotional wellbeing at work has become a hot topic across all industries in recent years, with the publicity garnered helping to raise awareness of mental health and wellbeing as a serious issue. Many people spend more time at work than anywhere else, so it’s important that organisations play their part in supporting positive wellbeing. Many successful, forward-thinking organisations will haveContinue reading “Wellbeing at Work: Report”
Management Reports: Metrics for the Service Desk
This is part 9 in the Naked Service Desk Series The original Naked Service Desk Blog explores the concept of stripping the service desk to its basic components and identifies the top 10 steps for providing brilliant service. Of the ten steps, step 8 focuses on producing regular management reports demonstrating KPIs against targets. In this report we explored the metricsContinue reading “Management Reports: Metrics for the Service Desk”
The Role of The Service Desk in IT Security
IT security depends on a balance of protocols around people, processes, and technology. Service desk agents, like everyone else in an organisation, need to know what security policies apply to them, and need to take responsibility for following these policies in order to set an example for others. IT security depends on a balance of protocols around people, processes, andContinue reading “The Role of The Service Desk in IT Security”