The Mission Critical Backbone to an Unparalleled End User Experience
As the IT landscape moves through a period of rapid transformation, the ability to understand, identify with, and enable the end users within an organization, regardless of where they are or when they need assistance, is now more critical than ever before. In response, the WBM Enterprise Service Desk has emerged as a World-Class service delivery practice.
Operating 24/7/365 out of connected operations centers located across Western Canada, the WBM Service Desk team provides Enterprises with the ability to deliver a support program that is tailored to specific knowledge bases, aligned to fit the culture and expectations of the organization, and is constantly innovating and evolving around new technologies and customer support opportunities.
Utilizing the Net Promoter Score methodology to track success and results, we know that adding WBM’s IT Service Desk capabilities is proven to increase end-user satisfaction and reduce stress on client’s IT Departments, all while driving costs down and scalability up.
A Defined View of “World Class”
A Western Canadian experience, delivered to a world class standard.
In order to pursue a World Class vision, WBM and our Enterprise Service Desk clients must determine together what “World Class” means, and we must have tangible measures to guide us and mark our arrival.
This definition, and the goals we set out together, can always evolve. But at the outset, an established measure of World Class exists within the Information Technology Infrastructure Library (ITIL) program that the WBM Infrastructure Operations Center are following.
An ITIL best practice help desk means:
- Single point of contact for IT interruptions
- Computer or software consultations
- Tracking capabilities of all incoming problems
- Problem escalation procedures
- Problem resolution
Implementation of best practices for help desk services is outlined in the service management best practices section of ITIL version 3. These areas are:
Knowledge Management: A help desk needs a system that improves operational efficiencies by reducing the time spent to rediscover previous incidents or problems.
Problem Management: A help desk should have a system that gathers information during incident management to help spot problems. This system will identify the root cause of frequent recurring incidents by capturing information in a knowledge base.
Access Management: A help desk should act as the keepers of the user accounts along with password resets. Single ownership by the help desk will ensure quicker response time for end-users with username or password problems.
Service Catalog: A help desk should have a published service catalog, ideally with pricing information and detailed service descriptions included.
Some of these approaches may already exist within an existing Enterprise program, and we can build around the existing base of process and knowledge. Others will be developed and implemented at go live, and everything must be documented and refined over time.
When measurable SLA objectives are added to the above elements, the achievement of our program will determine our accomplishment of World Class as defined by our teams. Further refinements can be directed, and expectations set, by IT leadership as the governance process will bring new levels of visibility and information from which to base strategic direction.