Your service desk is the face of your IT organization, acting as a single point of contact for every one of your employees – from individual contributors to the C-suite. The service desk handles problem triage, requests for support, and incident response and resolution. It is clear this internal team is foundational to employee productivity.

However, as companies grow, the service desk often finds themselves putting out fire after fire, unable to continue to scale to meet the needs of increased employees. Users might be requesting help, but their requests may be delayed or left unanswered while the service desk team struggles to triage and manage a growing caseload. The challenge of delivering consistent user support can suddenly feel insurmountable, prohibiting your service desk from streamlining processes and rolling out the latest support initiatives to your end-users.

How can you enable your service desk to handle end-user requests and become more efficient as a department? Enter the IT Service Management (ITSM) Consultant. Bringing in an ITSM Consultant to streamline your IT processes can aid in helping your service desk to see the big picture, identify and patch potholes, and set your service desk up for scalable success.

• See the big picture: An ITSM consultant works at tracking incident trends by developing metrics. These metrics provide decision-makers with crucial insight to properly plan, and budget for IT needs as your organization scales. The consultant may enable end-user surveys and other initiatives to give feedback to your service desk. This feedback can help to guide the modification of Service Level Agreements for various kinds of support requests.
• Patch the potholes: Once the roadblocks are identified, the ITSM consultant can then begin to provide guidance on initiatives to smooth out the support experience for end-users and service desk members alike. How? Your ITSM consultant may recommend implementing updated service desk software, automated processes, and simplified entryways for obtaining support, along with utilizing self-service tools and alternate support channels for your end-users.
• Scalable success: An ITSM consultant can assist in training the IT staff to adapt to new industry best practices, such as the Information Technology Infrastructure Library (ITIL), to your current needs and be ready to scale them for the future. This training will include best practices for user communication, incident management, and change management, laying down a solid foundation for the service desk to meet the ever-growing technology needs of your organization.
• A fresh perspective: Spending time on the day-to-day fires your team is rushing to put out often leads to process improvement becoming an afterthought. An ITSM consultant can bring an outside view, bring together best practices and the IT needs of your organization by documenting and investigating current processes, procedures, systems, and user feedback. All this will provide a roadmap and framework to reduce IT team fatigue, increase scalability, end-user efficiency, and overall user satisfaction.

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Momentum has over 20 years of working with public and private organizations to optimize business processes to best use the IT resources already in use or recommend new tools and better systems. Contact us today to get started!

Authors:

Tom Watts

Thomas Watts is a Senior End-User Support Consultant who strives to make technology more accessible, secure, and productive in our lives. He brings years of experience supporting users in multiple industries and companies, as well as championing technology as vehicle to a more efficient, convenient, connected, and happy life. He specializes in providing excellent end user support and training in new technologies and business processes.

Forrest Hartley

Forrest Hartley is a senior support consultant who helps organizations simplify unwieldy processes and make technology, in general, more accessible for all. Fighting against technical bias and improving inclusivity is one of their core values—especially when working on projects that will impact marginalized communities. They thrive on the opportunity to find solutions to complex problems using best practices and common sense, empowering users to be more productive in their use of technology.