10 things you need to STOP doing in your IT service desk
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The document outlines ten key practices to stop in service desk operations, emphasizing the importance of adapting ITIL practices to fit business needs, effective communication, and modern design. It warns against relying on excessive jargon, using outdated self-service portals, and neglecting continuous improvement. The core message advocates for a customer-centered approach and reducing unnecessary bureaucracy.
10 things you need to STOP doing in your IT service desk
- 1. 10 THINGS YOU NEED TO STOP DOING in your service desk
- 2. Follow ITIL BLINDLY 1
- 3. IT should adapt to your business NOT THE OTHER WAY ROUND. One size does not fit all.
- 4. Take all metrics to heart 2
- 5. Click here to join us on a webinar on Define what you want to improve. Measure accordingly. “All metrics are born equal, this topic. but some metrics are more equal than the others.” George Orwell
- 6. 3 USE EXCESSIVE JARGON
- 7. Protip: Talk human language. USE EXCESSIVE JARGON It might be cool to talk tech, but to your customer, it is just a ******** reset.
- 8. Deploy a new feature & 4 expect people to start using it.
- 9. Educate Engage Involve. Deploy a new feature & expect people to start using it.
- 10. 5 Build & forget
- 11. Service desk is a journey, not a destination. Build & forget
- 12. 6 MISSING MISSING Office chair Responds to the name Chairry Please return if found Nuclear war head Please return to the army if lost Call 800-THE-ARMY Having similar SLAs for ever23hing
- 13. MISSING Office chair Responds to the name Chairry Please return if found MISSING Nuclear war head Please return to the army if lost Call 800-THE-ARMY Having the same SLA for two different processes is a crime.* *Just kidding about the crime part. But you get it, don’t you? 6 Having similar SLAs for ever23hing
- 15. Your customers deserve to know, even if it’s bad news. NOT COMMUNICATE
- 16. Give users a self service portal that looks like it was built in the 80’s. Just like the font used in this slide. 8
- 17. Your customers are used to modern apps. They deserve a well designed service desk.
- 18. Bureaucracy 9
- 19. THE CUT DOWN RED TAPE Bureaucracy
- 20. And, finally…
- 21. 10 STOP HAVING FUN.
- 22. STOP HAVING FUN.
- 23. 10 THINGS YOU NEED TO STOP DOING in your service desk Good deed of the day.