How To Connect Your Service Desk Operations To IT Strategies- Although most firms recognise the importance of having a plan for service desk operations, there is rarely a link between the policy and the Service Desk. According to best practises, plans are frequently achieved through operations, thus the strategy and operation phases should be interdependent. We at ITarian understand how annoying and perplexing it may be, and we’ve devised a strategy to assist you. Because they are drawn from transition and design to the Service Desk, two phases should pique the interest of IT managers. They are as follows:
You create a strategy for all communications and information technology services, as well as your ITSM, at this point. Marketing possibilities, among other things, will be available during this phase. You can create services to address those needs based on these strategies.
During this phase, you’ll concentrate on what you need to do to support your services, such as setting up a Helpdesk, making the ticketing process easier, and incorporating a CRM.
WHAT IS SERVICE DESK?
Service Desk is a ticket management solution that enables businesses to create powerful and efficient work-flows for both internal and external support departments.
The Support Ticketing Management System (also known as Service Desk or Help Desk Ticketing System or Remote Help Desk Support System) allows MSPs (via administrators and help desk staff) to keep track of user tickets, respond to them, reassign them to appropriate departments or organisations, and generate reports, among other things.
ITarian is a cloud-based ticket management system that is part of ITarian, a complete, scalable central IT management platform that includes Remote Monitoring and Management (RMM), Service Desk, Patch Management, Mobile/Endpoint security management, and other essential IT management tools for MSPs in a single, easy-to-use console.
SERVICES DESK TYPES
There are four varieties accessible in general:
Local Desk: A small or medium-sized business’s needs are met by a local desk, which is located within or near the company’s premises. It would aid in meeting the needs of an enterprise’s country-specific or location-specific organisations. This service desk, however, would be insufficient to manage enormous quantities of calls or service requests.
The centralised desk, which helps manage bigger quantities of tickets/calls with fewer staff members, is a more cost-effective and efficient approach for ticket administration. Merging local service desks into a centralised desk will help an organisation that maintains them.
Virtual Desk: This is the most prevalent sort of service desk utilised by businesses, corporations, and IT firms. A single, centralised Service Desk manages all tickets raised by all types of devices and entities in various geographical areas via the Internet. Personnel in diverse geographical locations can also address and manage the tickets.
Follow the Sun Service: Some enterprises combine Service Desks located at multiple geographical locations to provide round-the-clock service.