When deploying a service desk, we usually focus on the big things like change management and asset management, but quite often we forget a few simple things that can make even the best executed service desk projects a disaster. 10 things you need to stop doing in your IT service desk. Brought to you by http://freshservice.com

1. 10 THINGS YOU NEED TO STOP DOING
in your
service desk

2. Follow ITIL
BLINDLY
1

3. IT should adapt to your business
NOT THE OTHER WAY ROUND.
One size does not fit all.

4. Take all metrics to heart
2

5. Click here to join us
on a webinar on
Define what you want to improve.
Measure accordingly.
“All metrics are born equal,
this topic.
but some metrics are more equal than the others.”
George Orwell

6. 3
USE
EXCESSIVE
JARGON

7. Protip: Talk human language.
USE
EXCESSIVE
JARGON
It might be cool to talk tech, but to your
customer, it is just a ******** reset.

8. Deploy a new feature
&
4
expect people to start using it.

9. Educate
Engage
Involve.
Deploy a new feature
&
expect people to start using it.

10. 5
Build
&
forget

11. Service desk is a journey,
not a destination.
Build
&
forget

12. 6
MISSING MISSING
Office chair
Responds to the name Chairry
Please return if found
Nuclear war head
Please return to the army if lost
Call 800-THE-ARMY
Having similar SLAs for ever23hing

13. MISSING
Office chair
Responds to the name Chairry
Please return if found
MISSING
Nuclear war head
Please return to the army if lost
Call 800-THE-ARMY
Having the same SLA for two different processes is a crime.*
*Just kidding about the crime part. But you get it, don’t you?
6
Having similar SLAs for ever23hing

14. 7
NOT COMMUNICATE

15. Your customers deserve to know, even if it’s bad news.
NOT COMMUNICATE

16. Give users a self
service portal that
looks like it was
built in the 80’s.
Just like the font used in this slide.
8

17. Your customers are used to modern apps.
They deserve a
well designed
service desk.

18. Bureaucracy
9

19. THE CUT DOWN RED TAPE
Bureaucracy

20. And, finally…

21. 10
STOP HAVING FUN.

22. STOP HAVING FUN.

23. 10 THINGS YOU NEED TO STOP DOING
in your
service desk
Good deed of the day.