itSMF Australia has just held LEADit, the largest independent IT Service Management event in Australia.
As part of the conference, the itSMF held the Industry Awards Gala Dinner to honour best practice and celebrate with fine wine, fine food and bad dancing. Think Oscars/Logies/BAFTAs but for IT Service Management. Maybe just a touch less glamorous and a few less paparazzi…
Every time there’s an IT incident, no matter how big or small, there’s an impact on business productivity and on IT’s reputation. I’m therefore a big believer in the mantra that the best way to improve IT support is to reduce the need for support in the first place. By pro-actively reducing incident volumes, you increase customer satisfaction with IT services, reduce support costs, and free-up IT staff to do work that’s more rewarding than firefighting.
So, what can you do to reduce IT incident volumes?
Numerous factors impact Service Desk staffing numbers, making industry benchmarking and comparisons very difficult. Even when benchmark data can be found, the scope of services, and even the definition of what constitutes a Service Desk staff member, vary considerably.
Before you read on, I should warn you that there is no magic bullet to determining the optimum number of staff for your Service Desk. However, in this article, I will describe some of the methods/benchmarks that are available and then I’ll provide a comprehensive list of things that you should consider when you need to justify your Service Desk headcount, justify an increase, or are looking at ways to reduce it.
First, let’s look at some of the options that are available.
I’ve seen many ITSM toolset implementation failures. Usually they happen because the buyer wasn’t particularly diligent during the evaluation and the decision was made on little more than a vendor’s dog and pony show – you know the one, the one where the vendor’s slickest salesman shows you all the flashest features of the software, fails to point out its shortcomings, and dazzles you with the all the wonderful stuff that’s slated for a yet-to-be-determined future release.
How can I clear a backlog of Service Desk tickets without overtime?
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?
Here’s some approaches that have worked for me in the past and that can be mixed and matched as appropriate to your organisation: