IT support organisations are aligning themselves more
effectively with the business and standardising on more successful
support processes, new research has found.
The UK Service Desk 2007 Practices Benchmarking Report from the
Help Desk Institute (HDI) has found
service level agreements (SLAs) and customer
satisfaction are overtaking call volumes as the most important
indicators of IT service desk success.
Out of 455 private and public sector IT service professional
respondents, 44% considered customer satisfaction the most
important measure, while 66% of service desks have SLAs in place
and 86% of respondents regularly or consistently meet these
targets.
The improvements are supported by the continued rise of the
two-tier service desk structure, from 35% in the last survey to 56%
of all operations. Barclay Rae, HDI Europe professional services
director, said this reflected an increased focus on efficient
customer service.
“The service desk is certainly being taken more seriously,” he
said.
“It is usually quite hard to raise levels for a first-time fix.
But by routing calls to a central helpdesk and then to second-level
experts to solve problems quickly, more organisations are able to
concentrate on getting better alignment with the business.”
Rae also said the increasing use of an
IT infrastructure library (ITIL) approach
played a key role in organising service desk delivery.
iET brings IT service management to SMBs
>>
Too many SLAs 'don't measure up'
>>
UK leads European ITIL adoption >>
Comment on this article:
computer.weekly@rbi.co.uk