Transforming From Help Desk To Service Desk

GoldMine Datasheet Title Subtitle: Reinvent your Sales, Marketing and Support Proceses Transforming From Help Desk To Service Desk 1 SUCCESS KIT Table of Contents Chapter 1: Tired of Firefighting? It’s Time for a Service Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Understanding Service Desks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 From Siloed to Centralized Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 From Reactive to Proactive Resolutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 From Manual to Automated Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 From Internal to External Knowledge Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 From Incident- to SLA-Oriented KPIs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Chapter 2: Beware the Seven Deadly Sins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 1) Growing Call Volumes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 2) Increased Training Costs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 3) Increased Call Escalations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 4) Duplicate Effort . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 5) Inconsistent Response . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 6) Long Resolution Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 7) Lost Expertise . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Chapter 3: Three Essential Process Automation Capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 1) Automating Repetitive Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 2) Automating Ticket Generation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 3) Designing Business Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Chapter 4: Getting Self Service Right with Six Simple Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 1) Use a Familiar Look and Feel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 2) Keep it Simple . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 3) Focus Self-Service on Non-priority Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 4) Leverage Your Phone System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 5) Provide Access to Your Knowledge Base . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 6) Don’t Make Customers Repeat Themselves . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Chapter 5: Three Keys to Lowering Your Total Cost of Ownership . . . . . . . . . . . . . . . . . . . . . . . . . 11 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 1) No Hidden Upgrade Costs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 2) Customization Without Coding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 3) Ease of Ongoing Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 About FrontRange . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 2 Transforming From Help Desk To Service Desk SUCCESS KIT Chapter I: Tired of Firefighting? It’s Time for a Service Desk Introduction As your business grows, managing IT services becomes more complex and requires a new approach and new tools . A help desk was the right solution in the early days . Users would call with an issue, and technicians would attempt to fix it as quickly as possible . IT was predominately in a firefighting mode and help desk software had a fairly singular focus: track- ing incidents and open tickets as responsibility passed from one person to another . In order for your business to scale, you must move from a world of firefighting to one of forward planning and preventa- tive maintenance . If you’re ready to shift from reactive technology support to proactive business service support, then it’s time for a service desk . Understanding Service Desks This five-part series explores how to transform a classic help desk into a service desk that operates as an information hub, centralizing business service support for all incidents, problems, and resolutions, and enabling a more proactive mode of service delivery and service support . The series begins with five recommendations that will provide the foundation for transformation success . From Siloed to Centralized Service First and foremost, you must shift from functional help desk silos to a centralized service desk . This enables you to provide customers with a single point of access and a coordinated frontline to resolve any problem whether it is related to soft- ware, hardware, facilities, or human resources . In this scenario, a service request may come in through multiple avenues including phone, email, and Internet . The service desk maintains communication with the customer as the issue is routed to the necessary departments and specialists until it is resolved . In addition to improving customer satisfaction, service cen- tralization also provides the foundation for you to move to a more proactive approach, which will allow you to increase efficiencies and lower costs . From Reactive to Proactive Resolutions With the centralization of services comes the centralization of data, which is essential in enabling you to shift from reactive to proactive resolutions . Classic help desks were plagued by the lack of centralized information . The traditional approach forced IT to stitch together bits and pieces of siloed data in an attempt to get a complete view of a problem . Often, IT would react to fix one issue, only to later discover that the fix caused another – potentially more serious – prob- lem .