Service Desk Center

Wikipedia defines best practices as;

…the most efficient (least amount of effort) and effective (best results) way of accomplishing a task, based on repeatable procedures that have proven themselves over time for large numbers of people.

So, where does one go around getting the set of proven repeatable procedures to best accomplish a task? You can get them through multiple ways including your own experience and other peoples’ experiences as well as right here on ServiceDeskCenter.com.

The following are best practices that I picked up when attending one of IBM’s seminars. Today’s Service Desk Best Practices are:

1. Aligned with IT Service Management Framework(s)
2. People with customer focus and technical/business driven skills where staff workload management is adopted to match skills to tasks resulting in high First Call Resolution
3. Access to support services via telephone, email and portal (including self help)
4. Use service management tool(s) to integrate service request, incident and problem management; and to interface with change management as well as asset management
5. Adop, build and maintain knowledge bases
6. Practice service levels based on severity