A high performing service desk can have a hugely positive impact across any organisation; from optimising investments in technology to the productivity of the overall workforce and the competitiveness of your business. However, nowadays service desks face many new challenges such as of how to supporting and the increased security threats of new and rapidly changing technologies, shadow IT, BYOD, mobility and collaboration platforms. In this context, aligning practices across service desk teams and technology can be a challenging process, whose failure can cause operational, reputational and financial problems for the business.
What are the main factors that make Service Desks fail? To find out, we interviewed our in-house expert, Ross Mckay, Operations Delivery Manager at Plan-Net. Ross has gained over 20 years of experience managing many service desks for global organisations and he was keen to reveal to us what he defined as “The three main reasons” that makes a Service Desks fail.
- The Author: Ross McKay, Operations Delivery Manager at Plan-Net