10 things you need to stop doing in your it service desk

10 THINGS YOU NEED TO STOP DOINGin your

service desk

Follow ITIL BLINDLY

1

IT should adapt to your business

NOT THE OTHER WAY ROUND.One size does not fit all.

Take all metrics to heart

2

“All metrics are born equal, but some metrics are more equal than the others.”

Define what you want to improve. Measure accordingly.

George Orwell

Click here to join us on a webinar on

this topic.

3USE

EXCESSIVE JARGON

It might be cool to talk tech, but to your customer, it is just a ******** reset.

Protip: Talk human language.

USE EXCESSIVE

JARGON

Deploy a new feature &

expect people to start using it.

4

Deploy a new feature &

expect people to start using it.

Educate Engage Involve.

5

Build &

forget

Build &

forget

Service desk is a journey, not a destination.

6Office chair

Responds to the name Chairry Please return if found

Nuclear war head Please return to the army if lost

Call 800-THE-ARMY

MISSING MISSING

Having  similar  SLAs  for  ever23hing

Having the same SLA for two different processes is a crime.*

*Just kidding about the crime part. But you get it, don’t you?

6

Having  similar  SLAs  for  ever23hing

MISSING

Office chair Responds to the name Chairry

Please return if foundNuclear war head

Please return to the army if lost Call 800-THE-ARMY

MISSING

NOT COMMUNICATE

7

NOT COMMUNICATE

Your customers deserve to know, even if it’s bad news.

Give users a self service portal that looks like it was built in the 80’s.

Just like the font used in this slide.

8

Your customers are used to modern apps.

They deserve a well designed service desk.

Bureaucracy

9

Bureaucracy

THECUT DOWN RED TAPE

And, finally…

10

STOP HAVING FUN.

STOP HAVING FUN.

10 THINGS YOU NEED TO STOP DOINGin your

service deskGood deed of the day.