Service Catalogues can be very powerful, but can also be a minefield, as you’ll know if you’ve already started down this track.

So, if you are going to implement a Service Catalogue, where do you start?

These days many Service Desk Managers are trying to encourage their cu

Most IT managers are coming to realise that in the 21st century IT needs to focus on providing services. Technology facilitates the provides of IT services, rather than being an end goal in itself. What does this mean for the measurement of the performance of IT departments or external IT service providers?

This is a good question faced by many Service Desk Managers. How do you reduce or clear a backlog when you cannot simply throw more resources at it? It is a challenge I myself have faced.

Here's some approaches that can be mixed and matched as appropriate to your organisation to make a difference.

1. Implement measures and approaches to increase 1st Call Resolution.
a) Set a target/SLA, measure it daily for the month to date and report back to the team.
b) Publicly praise the Analyst(s) resolving the most calls.

Organisations sometimes stumble at the first hurdle with Problem Ma

These days, an IT department simply delivering the latest shiny new te

The Service Desk is the face of IT to the business. This is or should be true in most IT organisations. Its importance to the IT support structure and the perception of the service provided by IT is often made or broken by the impression delivered by the Service Desk from the very first call. Not only are they the key customer facing body, but also, as we all know, “first impressions last”. Traditionally the importance of the Service Desk team, however, has been underestimated, presumably because the critical IT Service Desk Analyst role itself is perceived as a junior role.