10 things you need to STOP doing in your IT service desk
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Transcript of 10 things you need to STOP doing in your IT service desk
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10 THINGS YOU NEED TO STOP DOINGin your
service desk
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Follow ITIL BLINDLY
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IT should adapt to your business
NOT THE OTHER WAY ROUND.One size does not fit all.
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Take all metrics to heart
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“All metrics are born equal, but some metrics are more equal than the others.”
Define what you want to improve. Measure accordingly.
George Orwell
Click here to join us on a webinar on
this topic.
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3USE
EXCESSIVE JARGON
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It might be cool to talk tech, but to your customer, it is just a ******** reset.
Protip: Talk human language.
USE EXCESSIVE
JARGON
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Deploy a new feature &
expect people to start using it.
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Deploy a new feature &
expect people to start using it.
Educate Engage Involve.
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Build &
forget
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Build &
forget
Service desk is a journey, not a destination.
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6Office chair
Responds to the name Chairry Please return if found
Nuclear war head Please return to the army if lost
Call 800-THE-ARMY
MISSING MISSING
Having similar SLAs for ever23hing
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Having the same SLA for two different processes is a crime.*
*Just kidding about the crime part. But you get it, don’t you?
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Having similar SLAs for ever23hing
MISSING
Office chair Responds to the name Chairry
Please return if foundNuclear war head
Please return to the army if lost Call 800-THE-ARMY
MISSING
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NOT COMMUNICATE
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NOT COMMUNICATE
Your customers deserve to know, even if it’s bad news.
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Give users a self service portal that looks like it was built in the 80’s.
Just like the font used in this slide.
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Your customers are used to modern apps.
They deserve a well designed service desk.
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Bureaucracy
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Bureaucracy
THECUT DOWN RED TAPE
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And, finally…
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10
STOP HAVING FUN.
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STOP HAVING FUN.
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10 THINGS YOU NEED TO STOP DOINGin your
service deskGood deed of the day.