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Re: Recommendations for getting the most from your service desk

chuck_darst

Mary, Scott,

 

After an action packed week at Pink13 and then the HP Global Partner Conference in Lost Wages (aka Las Vegas) and then another action packed week in Singapore, Malaysia, and Thailand last week, I am coming back around to the HP ITSM blog.

 

I definitely support the services oriented approach promoted by our esteemed very smart developer. I like an ITSM definition by Start Rance as being the management of services delivered by IT. This is arguably different, but related. Both entail taking a different vantage point. And, taking a services orientation begs for a more integrated approach (pulling in Mary's comment).

 

The whole topic around "best practices" is interesting and arguably evolving. I have seen some references to "good practices" - interesting and pragmatic. Evolving in the sense as built-in capabilities don't have to exhaustive to be good. And when it comes to industry recommendations like ITIL, less could be more. Given Scott's love of movies, you could make a children's story comparison with Goldilocks - not too hot, not too cold, just right ...

 

Chuck

 

 

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About the Author

chuck_darst

HPE IT Service Management Product Marketing team manager spanning our solutions for the service desk, asset mngt, CMS, and more. My background is engineering and computer science in the networking and telecom worlds. As they used to say in Telcom, "the network is the business" (hence huge focus on service management). I always enjoyed working with customers and on the business side of things, so here I am in ITSM marketing.

Comments
MaryRasmussen

So Chuck what really resonates for me in this blog is the piece on integrations. I have been on non-stop calls this week talking with partners and the direct team about the integration capabilities and needs in Service Anywhere. Multiple LDAP sources, UCMDB, Discovery, Automation and the hybrid environment with Service Manager/Service Anywhere are all hot topics right now.   

ScottKnox

Great blog Chuck.  Excellent content

I especially want to commend you for your comments about Service Desk best practices. A VERY smart developer here regularly shares his thought (his very passionate thought) that many IT organizations need to change their thinking about the call center.  Even today, IT organizations retain an old mindset and name their call center the “help desk”.  His point is that this imposes a subtle limit to the scope and value of the agents. 

What I see repeatedly is that once the call center is considered a “Service Desk” their role and value to the business increases.   Further, the value and effectiveness of the Service Desk rises exponentially when the agents are empowered with ITIL version 3 processes and workflows based around service delivery.   

What do you think?  Can it be that simple to change the effectiveness of an IT team by changing what we call them?  Whether that answer is yes or no, it is very clear that once IT starts thinking that they are delivering a Service Desk and focus on service delivery it can be much easier to take the next steps forward to Service Level Management, Service Catalog,  etc.

chuck_darst

Mary, Scott,

 

After an action packed week at Pink13 and then the HP Global Partner Conference in Lost Wages (aka Las Vegas) and then another action packed week in Singapore, Malaysia, and Thailand last week, I am coming back around to the HP ITSM blog.

 

I definitely support the services oriented approach promoted by our esteemed very smart developer. I like an ITSM definition by Start Rance as being the management of services delivered by IT. This is arguably different, but related. Both entail taking a different vantage point. And, taking a services orientation begs for a more integrated approach (pulling in Mary's comment).

 

The whole topic around "best practices" is interesting and arguably evolving. I have seen some references to "good practices" - interesting and pragmatic. Evolving in the sense as built-in capabilities don't have to exhaustive to be good. And when it comes to industry recommendations like ITIL, less could be more. Given Scott's love of movies, you could make a children's story comparison with Goldilocks - not too hot, not too cold, just right ...

 

Chuck

 

 

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