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Improving the Service Desk-Operations Communications Channel

The service desk movement has been a tremendous boon for companies. Rather than turning to one area for desktop computer support, another for application support and still another for telephony, pulling everything into a single point of contact has streamlined the way organizations can operate.

One of the key imperatives for an effective service desk, however, is that user requests get communicated properly to the operational area to which they’re relevant. For example, there has to be a quick and easy way for the helpdesk to notify network operations that a localized network switch is down.

Using technology to support technology

Traditionally, communications between a help desk or service desk and operations has taken the form of software-based trouble tickets. While these systems are still valid and useful in today’s business environment, there are some opportunities for improvement in the way this communication channel is utilized.

Here are some ways we can improve those channels of communication:

  • Proactive Incident Management. This takes effort on the part of both the service desk and operations. You need to start with a dual commitment to proactive handling of customer needs and problems. For example, including a help desk supervisor on outage notices lets the service desk be prepared for an influx of reports.
  • Data access. Data access goes both ways. Ops opens up a certain degree of visibility so that the service desk can see what’s going on. At the same time, the service desk lets ops in on how the actual end user problems are being resolved. In this way, ops can better plan for infrastructure investments ahead, which in turn aids the service desk in its operations.
  • Business priorities. The service desk needs to understand how operations makes its decisions in regard to business priorities. For example, it might be necessary to deny service briefly to a thousand end-users in order to get one mission-critical system, used by half a dozen users, back online as rapidly as possible. Accordingly, ops needs to hear from the service desk exactly what level of business priorities are being affected by a given incident.

Using these three principles as a starting point, the communications channel between the service desk and ops will be exponentially widened.

ihd servicedesk

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Unitiv, Inc., is a professional provider of enterprise IT solutions. Unitiv delivers its services from its headquarters in Alpharetta, Georgia, USA, and its regional office in Iselin, New Jersey, USA. Unitiv provides a strategic approach to its service delivery, focusing on three core components: People, Products, and Processes. The People to advise and support customers. The Products to design and build solutions. The Processes to govern and manage post-implementation operations.