Assessing your IT Service Desk

Presented by

Kate Hamblin - Senior IT Service Management Consultant

About this talk

The Service Desk is the window to IT services. When things go wrong on the Service Desk, the organisation’s perception of IT suffers. So it is crucial to make sure your IT Service is always improving. Why assess your Service Desk when you know it needs to be improved? Well the first step to improving any service is to fully understand your current position. This is evident in many methodologies, such as the Deming Cycle “PDCA” (plan–do–check–adjust). Join Pink Elephant’s Kate Hamblin for a session on the importance of assessing and understanding your Service Desk’s weaknesses and strengths along with advice on identifying areas of opportunities for further improvement. Key take-aways · Service desk vs help desk · Overview of the ITIL 4 CSI model · Common areas for improvement · Value of a service desk · Pink Elephants Process and Service Desk Assessment Pink Elephant has over 20 years’ experience in the Service Desk industry, and leads the way in delivering effective operations, skilled teams and outstanding service. At every step, we ensure our solutions meet client requirements by focusing on the people, processes and performance of Service Desks. Kate is a dynamic and enthusiastic accredited trainer with almost 20 years’ experience in both internal and external delivery of service management and customer service education and consultancy.

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Pink Elephant is an international business innovator and knowledge leader in the field of business transformation. With IT and consulting services, Pink Elephant enables clients to translate knowledge and creativity within their organisation into results. Beginning with its foundation in 1980, Pink Elephant has perceived the synergy between man and IT as the most important tool for businesses to innovate and increase their competitive advantage. Pink Elephant is active in more than 20 countries and alongside business and management consultancy also provides Enterprise App Services, IT Services, and Education Services.