What next for IT Support?
Issue: So many ideas, so many avenues you could take to improve IT support. Suggestions come at you from all directions, from users wanting special services, to new technologies, to your staff simply wanting a better support environment. Of course you want to improve your service - every professional does. The question is where to focus your efforts for the most effective return.
Approach: Find out your strengths as well as your weaknesses (use a SWOT Analysis) - it’s a lot easier to improve a strength than to eradicate an inherent weakness. Compare yourself with your peers to see what’s possible from what they have achieved. Check your efficiency - are you getting the best you can from the people, structure and procedures you have?
I can help: The low-cost benchmarking service will tell you how similar support desks are performing to give you one part of the story. Follow that up with a health check covering your staff and service performance against your customer population and your options for what’s possible. Then a set of targeted and monitored improvements to make.