Info-Tech Research Group Publishes Strategies to Tackle IT Service Desk Inconsistencies and Improve Efficiency

By applying the strategies from Info-Tech's newly published blueprint, organisations can transform their service desks from reactive firefighting operations into efficient, proactive service providers. The resource will equip IT leaders with actionable strategies to tackle outdated tools and inefficiencies, emphasising that standardisation extends beyond simply restructuring ticket categories.

'The service desk serves as the IT department's front line, often being the first interaction end users have with IT support. This initial touchpoint can significantly influence their perception of the entire IT team. Ensuring that end users receive support that is positive, efficient, and effective is crucial,' says Ian Tyler-Clarke, executive counselor at Info-Tech Research Group, UK. 'CIOs should assess their current maturity levels in this area and develop a strategy to enhance it, aligning with business expectations, driving operational efficiencies, and boosting employee satisfaction. By implementing this structured methodology, organisations can transition to a standardised service desk with robust processes that support continuous improvement and long-term success.'

The firm's new resource details that many service desks face persistent challenges with outdated or misconfigured tools, making it difficult to implement effective solutions. Info-Tech's insights emphasise that without standardised processes, organisations will continue to experience operational confusion, redundancies, and escalating costs. Standardisation is crucial to eliminating these inefficiencies and minimising recurring issues, empowering service desks to function more efficiently and enhance overall service delivery.

'Customer service issues are rarely based on personality but are almost always a symptom of poor and inconsistent process,' says Emily Sugerman, senior research analyst at Info-Tech Research Group. 'Without fixing baseline services, new solutions will simply wrap existing issues in a prettier package. Improving processes and the support strategy is essential to make the best use of technicians' time, tools, and knowledge. Once these improvements are in place, it's easier to make the case to add people or introduce automation.'

In its Standardise the Service Desk blueprint, Info-Tech outlines a detailed five-step methodology for IT to streamline and enhance service desk performance:

Step 1: Identify the Current State and Goals

Step 2: Define Service Desk Structure and Ticket Intake

Step 3: Capture and Report on the Right Data

Step 4: Improve Incident Resolution & Service Request Fulfillment

Step 5: Implement the Service Desk Vision

Info-tech also highlights the importance of collaborating with managers from specialised IT groups responsible for root-cause analysis. This collaboration helps organisations develop a categorisation scheme that meets their specific needs. The firm advises that involving end users in this process ensures they comprehend the categories they encounter, improving overall clarity and efficiency.

By implementing these data-backed insights, organisations can reduce costs and empower their teams to deliver high-quality support in today's dynamic digital environment.

For exclusive and timely commentary from Info-Tech's experts, like Emily Sugerman or Ian Tyler-Clarke, and access to the complete Standardise the Service Desk blueprint, please contact [email protected].

About Info-Tech Research Group

Info-Tech Research Group is one of the world's leading research and advisory firms, proudly serving over 30,000 IT and HR professionals. The company produces unbiased, highly relevant research and provides advisory services to help leaders make strategic, timely, and well-informed decisions. For nearly 30 years, Info-Tech has partnered closely with teams to provide them with everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organisations.

To learn more about Info-Tech's divisions, visit McLean & Company for HR research and advisory services and SoftwareReviews for software buying insights.

Media professionals can register for unrestricted access to research across IT, HR, and software and hundreds of industry analysts through the firm's Media Insiders program. To gain access, contact [email protected].

For information about Info-Tech Research Group or to access the latest research, visit infotech.com and connect via LinkedIn and X.

Media Contact: Sufyan Al-Hassan, Senior PR Manager, Info-Tech Research Group, [email protected] | +1 (888) 670-8889 x2418

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