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Service Desk technologies - why to use them.

In the following paragraph I would like to state how important the existence of modern technologies in Service Desk function are and how can you use it in your company to deliver the best possible service to your client not forgetting about costs.
Lets consider the pattern situation firstly to illustrate the dependence on technology of the Service Desk: You provide the service to the set of banks around the city, you maintain the network infrastructure. Your SLA states that the availability of the network for your clients would not drop below 99,9% of time per year. This mean that the possible brake of access to the network must not be longer than 9 hours per year. Such inflated conditions demands both very quick method of reaction in case the network access drop as well as prepared and tested scenarios of solutions. Your Service Desk staff must be available anytime to the client who reports the problem. Moreover - your Service Desk staff must have a quick access to the solution database, the possibility to engage the other line support in case serious problems. So your SD members at least must have a direct phone connection to the client either cordless or other. Of course an access to the possible solution database demands having access to PCs or laptops powerful enough to process data quickly. The shortage time of response demands that members of the SD have to use the proper software to track possible interruptions, to find the solution or redirect the problem further, saying shortly - to react as quick as possible. You will not manage this without the accurately chosen tools. We will show more examples of technology usage in our next article: "Service Desk Technologies - examples" where we will try to proof that some key targets could be achieved by using the right technology.

Added: 2008-04-08