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The IT research and consulting firm’s new resource suggests prioritizing visibility and improving end-user satisfaction at the service desk with a special focus on service recovery.
Toronto, May 4, 2023 /PRNewswire/ — As customer expectations continue to shift, service desks are under pressure to meet and exceed the needs of their organizations. As a result, service desks are receiving tickets from end users reporting problems with new applications. Service desks face several challenges in effectively addressing these issues, including a lack of strategy and planning for transitioning support processes to service desks. To help service desks improve processes, Info-Tech’s research team has published a new study-backed blueprint; Go to the service desk for transition projects.
The new industry blueprint is designed to provide service desk teams with insights to effectively prioritize and allocate new services for improved service levels and end-user satisfaction. This resource is particularly timely as communication between project teams and service desks is often ineffective, resulting in knowledge transfer to the service desk.
“Without a project transition plan, product support becomes tedious.” He says. Mahmoud RaminSenior Research Analyst at the Information-Tech Research Group “The service desk is not trained to support a recently released product, and developers are busy with other projects. Therefore, it is important to prioritize designing a transition plan to streamline service support and avoid potential problems.”
InfoTech’s research indicates that while effective knowledge transfer to the service desk is essential to ensure successful project delivery, there are a number of obstacles that hinder this process. These barriers to proper communication between service desks and project teams, challenges that lead to tedious support transitions, and voiced tasks and activities that result in inconsistent service delivery negatively impact customer satisfaction. Another obstacle is lack of training on new services, escalation of unnecessary tickets and delays in service delivery.
The company’s design recommends creating touchpoints between the service desk and the project delivery team at strategic points in the project lifecycle to improve service delivery. Developing action lists and including a training plan for service desk agents are critical components of the strategy and will enable efficient and effective service support following the product launch to enhance the overall service delivery experience.
“Newly developed or improved services should be properly migrated to the support team.” Ramin explains. “A service transition should include planning, coordination and communication. This helps project leaders and support teams ensure that affected end users receive timely and efficient customer support during service failures.”
Infotech recommends that organizations include their service desk teams throughout the project lifecycle to facilitate service level improvement. To facilitate this, the organization has released a new framework to help organizations achieve success in streamlining project lifecycles and improving service standards:
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Collection Activity Requirements:- Understand the necessary resources and their requirements.
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Design Activity: Develop resource capabilities and capabilities to enhance service support.
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Development Activity: Build collaboration between Service Desk and project team to provide Service Desk with project description and update Configuration Management Database (CMDB) and Service Catalog.
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Test Activity: Develop accurate documentation and training, including knowledge base articles, known errors, and workarounds.
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Deployment and maintenance/change activities: Assist the project team in identifying change requirements and maintenance schedules to facilitate service support following a product release.
The new resource highlights that the lack of formal transition processes following project delivery can negatively impact customer satisfaction and project success. At the service desk, the importance of visibility and commitment to service recovery is emphasized to improve end-user satisfaction.
Download the full article for an overview of insights and practical guidance from the organization on how to effectively transfer knowledge to the service desk. Go to the service desk for transition projects Design.
For more information about the Info-Tech Research Group or the latest research, visit infotech.com and connect via LinkedIn and Twitter.
About Info-Tech Research Group
Info-Tech Research Group is the world’s leading information technology research and consulting firm, proudly serving over 30,000 IT professionals. The company produces unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely and well-informed decisions. For 25 years, InfoTech has worked closely with IT teams to ensure they get measurable results from their organizations, providing everything they need from actionable tools to analytical guidance.
Media professionals across IT, HR and software and over 200 industry analysts can enroll in the organization’s Media Insiders program for unlimited research. To gain access, contact pr@infotech.com.
To download multimedia, see original content: https://www.prnewswire.com/news-releases/info-tech-research-group-unveils-new-blueprint-to-help-service-desks-overcome-obstacles-and-boost – end-user-satisfaction-301816653.html
Source Information-Tech Research Group
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