Review processes, and the pros and cons of each.
- Creating processes is easy, right?…Any support center can do it.…Well, it's not as easy as people think.…I'm at support centers all the time…and they tell me they have processes implemented that work,…but upon further review and through conducting assessments,…we often find that's not really the case.…So what has happened to these processes?…Processes are not a one time, create it…and you're done project.…They have to be defined, documented, managed,…and improved on a consistent basis.…
Processes also have to have owners.…If there's no ownership with the process,…processes may not fulfill their purpose,…miss metrics targets, and ultimately fail the organization.…So what exactly does a process owner do?…A process owner has responsibility and authority…over a specific process.…The process owner activities can include creating…all the key elements of a process like mission,…activities, goals, objectives, metrics,…and measurements of the process.…
The process owner also has responsibilities…for indirectly managing the people and resources…
- What is a service desk?
- Understanding the different service desk models
- Staffing the service desk
- Training staff
- Mentoring and coaching
- Defining processes
- Reviewing technology, including telephony and management systems
- Measuring quality
- Building relationships
Skill Level Appropriate for all
Atlassian JIRA: Installing and Administeringwith Sandra Toner2h 58m Intermediate
1. What Is a Service Desk?
2. Service Desk: The People
3. Service Desk: The Processes
4. Service Desk: The Technology
5. Service Desk Quality
6. Building Relationships
Next steps1m 12s
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