What Are the Impacts of the Growing Trends on the IT Help Desk Services?

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A Service Desk presents a single point of connection between users and the IT help desk Services Provider. The principal functions of the Service Desk are event management, life cycle management of all service requests, and communicating with the consumer. 

In this blog, we have outlined five key courses that are changing the IT Service Desk:

  1. Service Desk Automation
  2. Knowledge Base
  3. Service Desk into the Cloud
  4. Consumerization of IT
  5. Continuous Improvement

 

SERVICE DESK AUTOMATION

Service Desk Automation will grow even more important in 2020 as the need to streamline processes and effectiveness increases. By automating common methods such as logging, categorizing, and prioritizing calls, to easily allowing guest WiFi access to users for example. This will concede for better use of time for Service Desk employees. The most prolific part of the day shouldn’t be spent selecting, prioritizing, and categorizing tickets. This should be done automatically, enabling employees to serve the end-users more efficiently. 

 

KNOWLEDGE BASE

Implementing a Knowledge Base can enhance service desk potency and may lead to fewer tickets being submitted. A successful Knowledge Base will save resolutions, workarounds, and best methods that help to lessen ticket inflows, improve resolution times, and reduce the percentage of repeat events. Creating a Frequently Asked Questions segment helps customers to solve their issues quickly and grants for higher priority tickets to be dealt with more efficiently. A Knowledge Base is typically built up by posting solutions to events that arise regularly. 

 

SERVICE DESK IN THE CLOUD

Companies are now taking advantage of cloud services. By moving the Service Desk into the cloud, this can bring many advantages not only for the IT Solutions provider but for the users who need the Service Desk. One key benefit is that a Cloud-based Service Desk can be accessed from anywhere and on mobile devices. Many large providers are now preparing to migrate legacy on-premise solutions to the cloud knowing that IT departments are frequently willing to outsource data security to IT support outsourcing companies, upgrades, and support to software providers. As cloud becomes the industry standard, the Service Desk team must be ready to support a different set of applications that need less technical day-to-day involvement, but change more frequently and require them to sustain these changes. 

 

Consumerization OF IT

Today’s users of IT are growing more educated and research reveals that more and more devices are being connected to business practices. This leads to users demanding support for non-essential business technology such as BYOD, and other laptop operating systems such as MAC OS, etc. With the growing popularity of Bring-Your-Own-Device (BYOD) this can add growing strain on Service Desks if users are incapable to connect their device with ease every day. Some businesses will implement stringent BYOD policies that limit the number of devices per user.

 

 

CONTINUAL SERVICE IMPROVEMENT

It is an indispensable part of Service Delivery and is an important part of the Service Lifecycle. Constant improvement or Continual Service Improvement (CSI) uses a metrics-driven way of identifying ways to improve and also estimates the impact of development efforts. It is a phase of the ITIL lifecycle and assures that a culture of continuous enhancement is adopted. The main focus of the Continual Service improvement is to realign IT Services to the dynamic business needs by identifying and implementing improvements to IT services that support business processes. 

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