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Two-tier service desk is winning formula for IT support

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 >>

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