SDI’s experience of working with hundreds of service desks and auditing them against the global Service Desk Standard highlights that the most successful service and support operations are those that continuously work to refine the processes that underpin the services they deliver. Doing this ensures that they are at their most efficient and provide the most business value.
However, we also know from experience that, for many service desks, the processes they use have changed little since their implementation while the technologies and tools they use – and most likely the people using them – will have changed significantly.
As an industry, service management moves exceptionally quickly so it makes sense for service desk processes to continually evolve and adapt to match these developments. In this new series of Best Practice reports, SDI looks at the key concepts of The Global Best Practice Service Desk Standard 7.0 and expands on that area to offer inspiration and practical advice for service improvement.
This Best Practice guide is intended to serve as a reminder about the importance of processes to service desks and to provide inspiration for revisiting and refreshing key processes at regular intervals, according to Concept 5 of the Global Best Practice Service Desk Standard 7.0: Service Desk Processes And Procedures, to ensure they are at their optimum level which is essential to delivering desired business outcomes.
Concept 5 of the Standard states:
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