Six Critical Questions to Ask a Potential Service Desk Partner

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Effective service desks must have detailed tracking and reporting capabilities; with these kinds of metrics, the service desk can identify patterns, helping the client become proactive in addressing recurring issues, instituting user trainings or inserting knowledge-based directives into a self-service portal. Identifying and addressing such patterns not only increases service levels, but it drives down the customer’s costs on a per-incident basis by reducing the number of calls that come into the service desk.

The phrase “help desk” often brings to mind a remote technical support team assisting callers with computer application issues. But today’s help desk has undergone profound changes. Service desks today are based on Information Technology Infrastructure Library (ITIL) principles that direct providers to align their IT services with the needs of their clients’ businesses. As the service desk takes on a much broader role, serving as the central point of contact for all IT service-related activities, help desks have quickly become “the face of IT,” making it critical for IT pros to know what questions to ask when evaluating potential partners. To help, Logicalis, an international IT solutions and managed services provider, has identified six key questions CIOs should ask while shopping for an outsourced service desk solution.

“The time to pinpoint what’s important to your organization in a help desk partner is before the relationship begins,” says Tom Roberts, solution architect for Logicalis. “Outsourcing help desk functions should be a way for CIOs to increase their service levels and, many times, decrease their costs in the process. The key to choosing the right service desk partner is through an up-front investigation of their services and policies, and a drilling down into the way they conduct their business by knowing what questions are critical to ask.”


Related Topics : Business Consolidation, Business Culture, Procurement, Software and Web Development, Vendor Management

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