Global IT research and advisory firm Info-Tech Research Group has unveiled a comprehensive blueprint aimed at standardising IT service desks. This new resource equips IT leaders with actionable strategies to tackle outdated tools, operational inefficiencies, and inconsistencies in service delivery. The firm advises that by leveraging data-driven insights, organisations can enhance the maturity of their service desks, streamline operations, and elevate user experiences.

SYDNEY, Jan. 14, 2025 /PRNewswire/ — As organisations strive to keep pace with the growing demands of digital transformation, hybrid work environments, and challenges resulting from operational disruptions like the recent CrowdStrike incident, IT service desks are under increased pressure to deliver consistent support. However, many service desks continue to struggle with issues such as inconsistent service delivery, operational confusion, and redundancies, which lead to unnecessary costs and delays. In response to these ongoing challenges, Info-Tech Research Group has published a comprehensive blueprint titled Standardise the Service Desk. This resource provides a data-driven strategy to help IT leaders and their organisations overcome these obstacles, enhance service desk maturity, and improve the overall experience for both users and technicians.

By applying the strategies from Info-Tech’s newly published blueprint, organisations can transform their service desks from reactive firefighting operations into efficient, proactive service providers. The resource will equip IT leaders with actionable strategies to tackle outdated tools and inefficiencies, emphasising that standardisation extends beyond simply restructuring ticket categories.

“Customer service issues are rarely based on personality but are almost always a symptom of poor and inconsistent process,” says Emily Sugerman, senior research analyst at Info-Tech Research Group. “When service desk managers seek to resolve customer service issues through hiring and executives push back, it’s time to look at improving process and the support strategy to make the best use of technicians’ time, tools, and knowledge. Once improvements have been made, it’s easier to make the case to add people or introduce automation.”

The firm’s new resource details that many service desks face persistent challenges with outdated or misconfigured tools, making it difficult to implement effective solutions. Info-Tech’s insights emphasise that without standardised processes, organisations will continue to experience operational confusion, redundancies, and escalating costs. Standardisation is crucial to eliminating these inefficiencies and minimising recurring issues, empowering service desks to function more efficiently and enhance overall service delivery.

“Replacing service desk solutions will also highlight issues around poor processes. Without fixing the baseline services, the new solution will simply wrap your issues in a prettier package,” explains Sugerman.

In its blueprint, Standardise the Service Desk, Info-Tech outlines a detailed five-step methodology for IT to streamline and enhance service desk performance:

Step 1: Identify the Current State and Goals

Assess the current state and define objectives: Conduct a thorough evaluation of existing processes and determine specific goals for improvement.Build a user experience-driven service desk: Focus on creating a service desk that prioritises user experience, ensuring that interactions are smooth and efficient.

Step 2: Define Service Desk Structure and Ticket Intake

Define service desk structure: Establish a clear organisational framework for the service desk to optimise workflow and accountability.Improve ticket intake: Streamline the process for receiving and logging requests to enhance responsiveness.Improve prioritisation: Implement effective prioritisation strategies to ensure critical issues are addressed promptly.

Step 3: Capture and Report on the Right Data

Improve ticket categories: Refine ticket categorisation to facilitate accurate tracking and reporting.Enable metrics and KPIs: Establish key performance indicators (KPIs) and metrics to measure service desk effectiveness.Ensure ticket data quality: Maintain high data quality standards to support informed decision-making.

Step 4: Improve Incident Resolution & Service Request Fulfillment

Resolve incidents: Focus on timely incident resolution to minimise disruption for users.Fulfil service requests: Enhance processes for fulfilling service requests to improve user satisfaction.Enable shift-left (knowledgebase): Develop a robust knowledgebase to empower service desk agents and users alike.Enable shift-left (self-service): Implement self-service options to allow users to resolve common issues independently.

Step 5: Implement the Service Desk Vision

Articulate a service desk vision: Clearly define the long-term vision for the service desk to guide its evolution.Make a communication plan: Develop a strategic communication plan to ensure all stakeholders are informed and engaged.Communicate the vision: Consistently share the service desk vision across the organisation to foster alignment and support.

Info-tech also highlights the importance of collaborating with managers from specialised IT groups responsible for root-cause analysis. This collaboration helps organisations develop a categorisation scheme that meets their specific needs. The firm advises that involving end users in this process ensures they comprehend the categories they encounter, improving overall clarity and efficiency.

By implementing these data-backed insights, organisations can reduce costs and empower their teams to deliver high-quality support in today’s dynamic digital environment.

For exclusive and timely commentary from Emily Sugerman, a service desk expert, and access to the complete Standardise the Service Desk blueprint, please contact pr@infotech.com.

Info-Tech LIVE 2025 in Australia IT Conference

Registration is now open for Info-Tech LIVE 2025 in Australia, taking place March 18 to 19, 2025, in Brisbane, Australia. This premier event offers journalists, podcasters, and media influencers access to exclusive content, the latest IT research and trends, and the opportunity to interview industry experts, analysts, and speakers. To apply for media passes to attend the event or gain access to research and expert insights on trending topics, please contact pr@infotech.com. 

About Info-Tech Research Group

Info-Tech Research Group is one of the world’s leading research and advisory firms, proudly serving over 30,000 IT and HR professionals. The company produces unbiased, highly relevant research and provides advisory services to help leaders make strategic, timely, and well-informed decisions. For nearly 30 years, Info-Tech has partnered closely with teams to provide them with everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organisations.

To learn more about Info-Tech’s divisions, visit McLean & Company for HR research and advisory services and SoftwareReviews for software buying insights.

Media professionals can register for unrestricted access to research across IT, HR, and software and hundreds of industry analysts through the firm’s Media Insiders program. To gain access, contact pr@infotech.com.

For information about Info-Tech Research Group or to access the latest research, visit infotech.com and connect via LinkedIn and X.

Media Contact: Sufyan Al-Hassan, Senior PR Manager, Info-Tech Research Group, salhassan@infotech.com, +1 (888) 670-8889 x2418

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SOURCE Info-Tech Research Group