| Why is the IT Service Desk so despised within the IT | | | | accepts responsibility for finding a solution for you and |
| profession? In one organisation after another I see the | | | | has the tools and resources to follow that case |
| same story unfold. The first line support function is | | | | through to completion. Many people in a first line |
| despised, abused and slandered by just about every | | | | support role will recognise that such a scenario adds a |
| other department in the industry. Yet if there is a threat | | | | new dimension to the Service Desk role. |
| to remove or reduce that service there comes an | | | | In this scenario, the Service Desk staff are no longer |
| inevitable outcry. It seems we can't live with them and | | | | inexperienced graduates and part-timers. Now they |
| we can't survive without them. | | | | are managers of solutions. They may not know much |
| One of the problems stems from a propensity in the | | | | about fixing a problem but they know where they can |
| industry to staff the Service Desk with inexperienced | | | | find that information. And as the knowledge base |
| people who don't have a real grasp of the issues | | | | builds, the experience that is locked in the heads of |
| faced by users. This is often seen as a mercenary | | | | engineers gets disseminated to the wider team. This is |
| choice to cut costs but to be fair, it is often forced | | | | one of the main goals of IT Service Management |
| upon IT companies whether they like it or not. How | | | | under the ITIL model. Yes, it requires some |
| many experienced professionals would accept a first | | | | commitment and investment from the organisation but |
| line support role where they perceive their skills would | | | | the investment can pay dividends in more ways than |
| be wasted? I'm oversimplifying to some extent but the | | | | one: |
| fact remains that the First Line Service Desk is | | | | First and foremost the user experiences a much |
| regarded in the industry as an entry level role for | | | | better quality service and that may be the major |
| people who want to build a career in the IT industry. | | | | driving force to implementing ITIL. But the organisation |
| But does that mean the Service Desk will inevitably | | | | also benefits from a lower attrition rate in staff who |
| deliver a sub-standard service to its clients? Well no! | | | | are now more engaged and motivated. Experienced |
| There is nothing inevitable about it. | | | | engineers spend less time on the mundane which |
| Using well established and proven processes can | | | | frees them up to concentrate on those issues that are |
| alleviate many of the shortcomings that come with | | | | more suited to their skills (and their pay grades). Of |
| inexperience. Now I'm not trying to suggest that | | | | course these secondary benefits are less tangible than |
| process is a substitute for experience but that's why | | | | the main reasons for implementing ITIL but they |
| we have second and third line support roles. That's | | | | shouldn't be forgotten. And this is just a start! Service |
| where the experience is most cost effective anyway. | | | | improvements that are available from implementing |
| But a well managed first line process can provide a | | | | processes under an ITIL framework can be wide |
| seamless experience to the user that integrates the | | | | ranging enough to encompass the whole of the |
| support function through all levels. Imagine a support | | | | business. But hey, you've got to start somewhere |
| function where the person who answers the phone | | | | right? |
| takes ownership of your problem; where that person | | | | |