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How to know you're supporting your users and customers.
Providing support to customers and users is fundamental to all service producers, and expected by most consumers. A Service Desk is a primary resource described in the Information Technology Infrastructure Library™ (ITIL©). It is intended to provide a Single Point of Contact to meet the communications and support needs of service consumers. Sometimes the term "help desk" is used to refer to the same concept.
A Service or Help Desk needs to offer informed assistance for all service consumers. Service/Help desks also need to help consumers when services fail to operate as expected. They also provide assistance in usage and operation, and route consumers with issues to proper resolver groups. In addition to actively monitoring and owning inquires and tickets, a Service/Help Desk also provides an interface for other common consumer-producer relationship activities like accepting requests for changes, Install, Moves, Adds and Changes (IMACs).
Issues with Service/Help Desks include:
- Support staff without proper tools and knowledge
- Not providing service as promised
- Failure to dependably handle service problems
- Unable to perform services right the first time
- Not providing services at promised times
- Lack of error-free records
The Service or Help Desk is the visible face of the producer organization, it is where consumers realize value from their investments in services. Failures at the Service/Help Desk are seen as failures of the entire producer organization.
The BSM-NOW Platform™ addresses these issues by monitoring and diagnosing the perceptions of customer and user communities and using this knowledge to guide the capabilities of providers.
BSM-NOW supports your Service and Help Desk initiatives with scientific measurement, analysis and diagnosis of five dimensions of experience quality, three components of value, and the five critical delivery gaps responsible for poor Customer Quality of Experience (CQoE) and low value perception. BSM-NOW gives you what need to resolve and prevent quality and value issues. Click here to learn more about why you need BSM-NOW.
Understanding true quality from the "outside-in" as reported by your real customers and users provides an early warning system so you can respond proactively:
- Reliability -- is the Service/Help Desk performing dependably and accurately?
- Responsiveness -- is the Service/Help Desk reacting quickly and positively?
- Assurance -- is the level of comfort (safety and confidence) felt when working with the Service/Help Desk what it needs to be?
- Empathy -- does the Service/Help Desk understand or know the consumer and make consumer needs top priority?
- Tangibles -- are the physical materials (documents, portals, interfaces, etc.) of the Service/Help Desk helping or hindering the user?
BSM-NOW Service and Help Desk Solution: