The Service Desk (a.k.a. the Help Desk)
I've been thinking a lot lately on the role of the IT Service Desk in business processes. In many of the processes I've been analyzing lately, the Service Desk is a critical function of a healthy IT Service and Business process. In other words, a great place to start a Continuous Service Improvement process to improve efficiency and effectiveness, and increase value to the business.
One recent example I've encountered were two independently operating and geographically distant business units that were constantly updating and duplicating efforts to keep track of employee responsibilities and contact information for their roles. A centralized IT Service Desk for the corporation that would be the single point of contact for both business units for user (ie. employee) contact management (Request Fulfillment and Access Management) would reduce efforts and increase efficiency.
It doesn't have to be big. One IT person can be the Service Desk function. What is important is to actually have a well defined and operating Service Desk function within well defined and operating Incident Management, Request Fulfillment, and Access Management processes. The Service Desk function doesn't need to make the changes in each independent system, but acts as the conduit and coordinator between different functions to achieve the users (customers) objectives.
This could be a substantial quick win for a small to medium business (SMB)!
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