Top Six Service Desk Concerns and How to Alleviate Them - Slide 3

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Most companies that do operate their own internal service desk have one that is pretty lean.  Even in sizeable organizations, it’s typical to see a service desk manned by a small number of full-time employees, which gives employers the impression that partnering couldn’t improve their costs.  But when employees take sick days, vacation days or even just go to lunch, their absence is often handled by creating rotations or pulling other employees away from their normal positions to fill in.  With a smaller staff, these absences can cause a significant and costly problem one that doesn’t happen when service desks are handled by a partner.  Additionally, many companies just don’t have the bandwidth to offer the 24/7/365 support end users want today.  Filling that need would require the organization to hire many more full-time people, whereas with a service desk, its resources are its people and they can be leveraged across accounts, particularly at night and on weekends when call volumes are lower.  Want to test a partner model without fully committing? Look for one that offers an after-hours-only service, and use it to extend the 9-to-5 workday into a 24/7 operation.

By now, almost everyone has a help desk or service desk story to tell.  Usually, it’s the bad ones people hear about most calling a service desk in some remote corner of the world, being unable to communicate with the person who answers the phone, calls being dropped or, worse yet, users being placed on hold for what seems like an eternity.  According to Logicalis, an international provider of integrated information and communications technology (ICT) solutions and services, it’s stories like these that give even experienced CIOs and IT managers reasons to look for alternatives for their service desk needs.

To find out what IT pros think the pitfalls really are with service desks, Logicalis tuned in to the social media conversations of IT decision makers over a six-month period from June 2011 to January 2012, and compiled a list of their top six concerns.  Then, the solution provider asked its service desk experts how these concerns could be alleviated.

“Providing a service desk solution is not a one-size-fits-all offering.  It’s a partnership that makes it possible to offer the highest service levels to end users without the financial risk of building a significant in-house service desk infrastructure on their own,” says Bob Chapp, service desk director for Logicalis.  “Creating a 24/7/365 offering that’s based on ITIL best practices and uses best-of-breed enterprise tools to successfully resolve hundreds of thousands of incidents a year with a 97 percent customer satisfaction rating that’s hard to beat with a standalone in-house operation.  Yet, even experienced CIOs have horror stories to tell.  The key to success when partnering for a service desk solution is to choose a partner wisely to avoid the very concerns IT pros say they’re most worried about.”

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