4.10 Conclusions

The successful implementation and ongoing support of the Service Desk process will return major business benefits to your organisation, expressed as cost reductions, Customer satisfaction, staff commitment and professionalism.

4.10.1 Critical success factors

To introduce and maintain a successful Service Desk, it is essential that:

• business needs are understood
• Customer requirements are understood
• investment is made in training for Customers, support teams and Service Desk staff
• service objectives, goals and deliverables are clearly defined
• service levels are practical, agreed, and regularly reviewed
• the benefits are accepted by the business.

4.10.2 Service Desk implementation guidance

Any Service Desk implementation should be carefully planned as a project, with frequent deliverables at each stage of the project and with regular stage reviews. You should:

• adopt a phased implementation approach
• involve your Customers, and ask them what they need
• involve/consult your support staff
• identify quick wins to implement first
• constantly measure progress
• don't expect too much too soon
• realise that its hard work - don't give up.