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10 recommendations for improving your service desk

Michael Pott (michael_pott) ‎03-14-2014 01:16 AM - edited ‎09-27-2015 08:23 PM

Your IT is facing new challenges from trends like cloud, which call for new approaches and practices for IT service management. According to the Gartner Research Note “Top 10 IT Service Management Next Practices”, true service orientation and business focus continue to be challenges for most IT organizations, but can turn into true differentiators if handled in the right way.

Some reasons for these challenges are:

  • Finding the key performance metrics (KPIs), which are relevant to the business. Often, businesses are presented with too many KPIs and the wrong KPIs are a large barrier.
  • The low maturity of IT organizations does not support the desired (business) service centricity.  This leads to technical SLAs that are based on infrastructure aspects, not on business impact and business value.
  • The incorrect leverage of ITSM process frameworks – again, most of the IT organizations according to Gartner are at level one or two in terms of maturity on a scale that goes up to five.

But there is light at the end of the tunnel. With the help of future-ready practices and capabilities in people, processes, technology and business management you can become a true internal or external service provider and therefore a true partner to the business.


In a short Google+ Hangout I sat down with Chuck Darst and we picked a few of the points Gartner made to put our perspectives on. The video also includes a link for downloading the full Gartner Research Note in case you have not seen it before.


I would love to get your perspective on this subject.  What do you think of the points made during the report? Do not hesitate to leave us a comment in the section below.


Have a nice day,

Michael Pott (@michaelpott)


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About the Author


Michael Pott is a Product Marketing Manager for HPE ITSM Solutions. Responsibilities include out-bound marketing and sales enablement. Michael joined HP in 1989 and has held various positions in HP Software since 1996. In product marketing and product management Michael worked on different areas of the IT management software market, such as market analysis, sales content development and business planning for a broad range of products such as HP Operations Manager and HP Universal CMDB.

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