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The Aging Help Desk:
Migrating to a Modern Service Desk
An ENTERPRISE MANAGEMENT ASSOCIATES® (EMA™) Research Report
IT Professional Version
Prepared by Lisa Erickson-Harris, Research Director
April 2009
Sponsored by:
IT MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS AND CONSULTING
IT MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS AND CONSULTING
Table of Contents
Executive Summary .............................................................................................................................................1
Research Profile....................................................................................................................................................3
Methodology...................................................................................................................................................3
Demographics ................................................................................................................................................3
Company Size........................................................................................................................................4
Industry ..................................................................................................................................................5
Roles and Regions.................................................................................................................................6
The Contemporary Help/Service Desk Environment.................................................................................8
Organizational Viewpoints of the Help/Service Desk..........................................................................9
Service Desk or a Help Desk .............................................................................................................9
Practitioner Views of the Service Desk ........................................................................................ 10
Larger Management Goals for Help/Service Desk.................................................................... 11
Service Desk as a Driver for Overarching ITSM Strategy......................................................... 11
Anatomy of the Help/Service Desk....................................................................................................... 12
Solutions in Use ................................................................................................................................. 12
Organization, Support Teams and Workload............................................................................... 12
Measuring Support Desk Performance......................................................................................... 14
Functionality Needed for the Help/Service Desk...................................................................................... 15
Basic Requirements..................................................................................................................................... 15
Importance of Basic Requirements ............................................................................................... 15
Deployments of Basic Requirements............................................................................................ 16
Self-Service................................................................................................................................................... 17
Importance of Self-Service Features ............................................................................................. 17
Deployments of Self-Service .......................................................................................................... 17
Best Practice Support................................................................................................................................. 18
Importance of Best Practice Disciplines ...................................................................................... 18
Deployments of Best Practice Disciplines ................................................................................... 19
Business-Focused Support Features........................................................................................................ 19
Importance of Business-Focused Support Features .................................................................. 19
Deployments of Business-Focused Support Features ............................................................... 20
The Aging Help Desk: Migrating to a Modern Service Desk
©2009 Enterprise Management Associates, Inc. All Rights Reserved.
IT MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS AND CONSULTING
Integrations to Smooth Operations............................................................................................................... 20
Technology Silos ......................................................................................................................................... 20
Importance of Technology Silo Integrations............................................................................... 21
Deployments of Technology Silo Integrations ........................................................................... 21
ITSM Integrations ...................................................................................................................................... 22
Importance of ITSM Integrations................................................................................................. 22
Deployments of ITSM Integrations.............................................................................................. 22
Process/Automation .................................................................................................................................. 23
Importance of Process/Automation Integrations...................................................................... 23
Deployments of Process/Automation Integrations .................................................................. 23
IT and Business Management .................................................................................................................. 24
Importance of IT and Business Management Integrations...................................................... 24
Deployments of IT and Business Management Integrations................................................... 24
Challenges with Managing Multiple Help/Service Desks......................................................................... 25
Multiple Help/Service Desks ................................................................................................................... 25
Approaches for Managing Multiple Service Desks .............................................................................. 26
No Stone Unturned: Synergies between Customer Service and IT Support.................................. 26
Replacing Current Products ............................................................................................................................ 27
Vendor Considerations .............................................................................................................................. 27
Licensing Considerations........................................................................................................................... 28
Justifying Your Software Selection........................................................................................................... 29
Three Must-Have Capabilities for the Modern Service Desk............................................................ 30
Considerations for Acquiring a New Solution ...................................................................................... 30
Conclusion.......................................................................................................................................................... 31
Appendix A – Focal Interviews...................................................................................................................... 32
Healthcare Organization – Multiple Support Operations................................................................... 32
Environment/Background.............................................................................................................. 32
Size/Scope .......................................................................................................................................... 32
Product Deployed.............................................................................................................................. 32
ITIL Experiences in a Mid-Tier Organization............................................................................. 32
Challenges, Goals, Priorities and Learnings.................................................................................. 33
The Aging Help Desk: Migrating to a Modern Service Desk
©2009 Enterprise Management Associates, Inc. All Rights Reserved.
IT MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS AND CONSULTING
Automotive Manufacturer – Merging Operations for Cost Control ................................................ 33
Environment/Background.............................................................................................................. 33
Size/Scope .......................................................................................................................................... 34
Product Deployed.............................................................................................................................. 34
ITIL Experiences............................................................................................................................... 34
Challenges, Goals, Priorities and Learnings.................................................................................. 34
Large Furniture Manufacturer.................................................................................................................. 34
Environment/Background.............................................................................................................. 34
Size/Scope .......................................................................................................................................... 35
Product Deployed.............................................................................................................................. 35
ITIL Experiences............................................................................................................................... 35
Challenges, Goals, Priorities and Learnings.................................................................................. 35
Australian Government Organization – Consolidating Operations................................................. 36
Environment/Background.............................................................................................................. 36
Size/Scope .......................................................................................................................................... 36
Product Deployed.............................................................................................................................. 36
ITIL Experiences in a Government Entity ................................................................................. 36
Challenges, Goals, Priorities and Learnings.................................................................................. 36
Large Financial Services Enterprise – Evolving to Service Desk Operation.................................. 37
Environment/Background.............................................................................................................. 37
Size/Scope .......................................................................................................................................... 37
Product Deployed.............................................................................................................................. 37
ITIL Experiences – Critical for this Financial Services Firm ................................................... 38
Challenges, Goals, Priorities and Learnings.................................................................................. 38
Outsourcer – Filling an External Support Void.................................................................................... 39
Environment/Background.............................................................................................................. 39
Size/Scope .......................................................................................................................................... 39
Product Deployed.............................................................................................................................. 39
ITIL Experience ............................................................................................................................... 39
Challenges, Goals, Priorities and Learnings.................................................................................. 39
The Aging Help Desk: Migrating to a Modern Service Desk
©2009 Enterprise Management Associates, Inc. All Rights Reserved.
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