Your 2011 IT Service Desk Resolutions

Most people resolve to do something better in 2011, and IT is no exception. Here's a list of suggestions from Bomgar, a provider of IT service desk software, on what internal IT organizations should be concentrating on in 2011 to better serve the business.

 

Click through for 10 resolutions Bomgar suggests your IT service desk adopt in 2011.

Users want answers NOW, so I will take care of problems as soon as they come in and not wait until the SLA is about to expire.

I’ll take my cue from Smokey the Bear and try to prevent IT “fires” so I don’t have to fight them all day.

The only acronym end users want to hear is G2G, as in everything is Good to Go. I’ll leave the tech lingo in 2010 and bring it down to a level my customer can understand.

Ellen in Accounting should be banned from opening network settings, but she can make a spreadsheet sing. If she can’t do her job because we’ve made things too complicated, that’s our problem, not hers.

The pre-Christmas rush to buy iPads will turn into the post-New Year’s rush to support them. I will help users configure their iPads, iPods, Droids or whatever to securely access company e-mail and applications.

I will not send the customer somewhere else if I don't know how to fix the problem. I will pull the right team members into the call or support session and collaborate to solve the problem.

I will always remember that the person asking for help has a name, not just a ticket number.

I will not view SLAs as a target, but a starting point. I will strive to be better than the minimum requirement.

Just because a free version of my support system may exist doesn’t mean I should download it. I will take the time to find the best support that won’t jeopardize my network and the security of my coworkers’ data.

I will recognize that all users need equal support, even if they aren’t physically located in my office. Remote workers, fear not, I am dedicated to solving your technical issues as well!