Technology retailers raised the bar for customer-centric support when they introduced face-to-face support facilities in their stores. Service when you want it, where you want it. It fits beautifully with the lives and expectations of their customers. Could this approach work for your IT service desk?

1. Getting
face-to-face
in ITSM
How to build and run
a concierge bar

2. Technology retailers are
pioneering new face-to-face
support facilities.

3. It’s an in-person
service, where
you want it…

4. When you want it.

5. It builds great
customer
relationships
and a positive
image for
technical support.

6. Could it work for your
IT organization?

7. Welcome to the
ITSM concierge bar…

8. A face-to-face IT
support facility for
your internal
customers.

9. It promises, quick, convenient
problem resolution — with a
personal touch.

10. How do you know
if it’s right for your
organization?

11. First:

12. Ask yourself why you might
want to offer this service.

13. To keep pace with
the industry?
Look out: It may be a good model,
but it takes significant resources
and planning — to be
worthwhile, it has to offer
more.

14. Service
improvement or
remediation?
A good reason – but make sure
the projected improvements
warrant the investment needed…

15. …it’s also not a short-cut
to addressing problems in
your core ITSM processes

16. Drive strategic
growth?
Many IT organizations are changing
the way they work with customers
at every level…

17. …they’re integrating IT
innovation into every business
process. IT needs to be visible
in every business unit, and the
concierge bar is a great way
of building that relationship.

18. So, you think it might work for
your organization…

19. What value could a concierge
bar add to an already
effective service?

20. Reduction in onsite Predictable
visits (customers workloads (customers
come to you have to schedule
instead) time)
Predictable support
times
Better able to
Resources needed
handle calls that
to solve issues will
require user
be closer at hand
training

21. What problems won’t be solved by
building a concierge bar?

22. Lack of a service culture

23. Negative attitudes between
customers and IT

24. Technicians who cannot
communicate well

25. Weak incident management
(if it doesn’t work now…)

26. Inability to define the
impact of an incident

27. Ok, you’re interested—
what skills do you need
to staff the concierge bar?

28. 1
Troubleshoot and resolve incidents
in front of a customer, while
maintaining a positive and
reassuring attitude.

29. 2
Link the actions they are performing to the
business priorities of the user they are
assisting — and to communicate in those
terms with the user.

30. 3
Communicate in a professional
manner without becoming familiar
or condescending.

31. 4
Even when they don't know what
to do, they remain in control.

32. 5
They are able to juggle conflicting
priorities without making a user feel that
their appointment is less important.

33. The concierge
approach looks great,
but there still so many
questions to answer…

34. Luckily, you can find the answer
to these questions and many
more in our free eBook:
Download now
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