Infographic: Anatomy of the Service Desk in 2016

By Ollie O’Donoghue from Service Desk Institute

service desk

For a few months now, I’ve been talking about the evolution of service desk staffing models. I’ve become more convinced of this change as we publish more and more SDI research. I have the privileged position of being able to look at all SDI research as a whole, which means that while reports will have a particular focus, I can marry the findings up with other research to draw broader conclusions.

I have been able to do this with the recently published Anatomy of a Service Desk report, kindly sponsored by LANDESK. The report focuses on how service desk professionals spend their time, the strains and pressures of day-to-day service desk activity and the perception they have of their colleagues and access to resources. All said, the report is refreshingly positive; professionals felt less pressured and stressed than ever before, and there is an increasing focus on proactivity and strategy over the reactive firefighting that has dominated the landscape for many years.

It’s the latter point that interests me the most. Although not a remarkably significant increase – the average service desk now spends 38% of its time on strategic projects, an increase of 5% since 2012 – it’s possible to draw some insight when matching the increase with other trends in the industry.

Specifically, the increased utilization of technologies to ‘sponge up’ some reactive support is a trend I’ve been wittering on about for a while. My argument for the inevitable rise of technology is based on several themes – customer and staff expectations, the increased prevalence and cost-effectiveness of the technologies themselves, and the drive to provide more value with less resource to name a few.

What interests me is whether the positive results we’ve seen in the Anatomy of the Service Desk research and the increased adoption of technologies noted in other reports are linked. Are professionals less pressured and stressed because self-help and self-service are absorbing some of the reactive support burdens? Are service desks now better able to focus on strategic projects because automation has reduced time-consuming manual tasks?

At the moment, the correlation could just be a coincidence. However, it’s food for thought until the next piece of SDI research is published looking to link all the trends together.

I will be talking about these trends at LANDESK Connect 16 this year; I hope to see you all there and look forward to joining you all in debating what these trends mean for us and our industry.

Click below to download the FREE report!

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LANDesk Live and Unleashed: Service Desk 7.6 is Here!

Today is one of those special blog moments for the LANDesk team as it marks the public launch of LANDesk Service Desk 7.6–part of the Total User Management single license solution–available on premise and in the cloud.

LANDesk Service Desk sits front and center of LANDesk’s User Oriented IT approach to maximize user productivity while simplifying IT. The latest features and enhancements that we are bringing to you focus on inspiring greater end user confidence in your service desk operation and IT confidence in the services and tools you need to improve service delivery worldwide.

With features and enhancements for improved usability, ease of use, easy access and even faster deployment  through process driven, user orientated IT on a global scale, 7.6 is destined to help service management operations  in their drive to maintain control while improving end user satisfaction.

Speaking about end users, hardly a day goes by that we don’t have another customer deploying self service for their end users. The benefits to the service desk are known and pretty well described in some of our other blogs but with the addition of a new mobile feature in Service Desk 7.6 we hope to help service desks provide an enhanced user experience to their customers.

If you think about how most people work these days, they are looking to maximize every ounce of time. So travelling to and from work, out of the office, or even in the office at meetings, you are now dealing with an end user base that is “always on” and expects to connect with your service desk where ever and whenever it suits them. And as I mention it’s not just about end users that are “mobile” and out of the office, it’s even for those users that are in the office where a mobile device has become interchangeable with their desk top PC.

One of the highlights of this release is Mobile Self Service, which helps you to provide this always on “mobility” experience with  instant access for end users to the Service Desk from any location, any mobile device at any time for all their support and service needs. Logging Incidents, viewing service status, requesting services, social collaboration with other IT users, viewing FAQs, and anything else that you would expect to see on Self Service all through a process-driven service management environment while on the go. It will enhance efficiency and productivity for both the service desk and the end user.

Allowing customers of IT to contact the service desk on their own terms, on their preferred devices and receive the services and support that are relevant to them but still tied to back end policy and process invisible to the end user customer of IT can only improve the perception of your service desk.

If you’ve got the time it’s worth a look and then perhaps a second just to be sure. This week you can see Service Desk 7.6 at HDI and next week at the Service Desk and IT Support Show (#SITS13). Please drop by the booths, chat the staff, ask questions, take some literature and ask for a personal demonstration.

There has already been a great reception from those that we showed this to in beta trials and in future blogs we will bring to you live customer stories about 7.6.

As for the LANDesk staff, they love the User Oriented, people aspect  of Service Desk 7. 6 so much that they were inspired  to spell it out for you.