Help Desk
The help desk (service desk) is the most visible face of an information technology organization. Properly integrating and maintaining service desk operations in today’s complex business environment is a challenging task. Services desks are no longer simply ‘level 1’ help desks resetting passwords and escalating problems to higher support levels. Businesses are leveraging their service desk to provide as much direct (first line) support as possible. In many cases this is not just related to information technology services and may include facilities, HR and other types of service request processing. In response to this demand, IT organizations find themselves dealing with integrating a multitude of processes, procedures and expectations while managing the everyday challenges of their own organization. Increased complexity and demand force many support models into a ‘reactive’ posture.
Dynamic Strategies comprehensive service desk solutions
- Consulting services
- Model evaluation & problem identification
- Remediation
- Transition assistance (client to vendor and vendor to vendor)
- Supplemental services (outsourcing of one or more functions)
- Emergency services (vendor issues, unexpected workload increase, etc.)
- Service Desk Outsourcing
- Standard level 1 services
- Request processing (non technical request, e.g. facilities, etc.)
- Level 1+ technical (e.g. AD, AS400, UNIX, Exchange)
- Level 2 (e.g. Blackberry, remote access, system monitoring)
- 24 x 7 staffing solutions on-site, off-site or combination
- Re-badging of client personnel is always considered
- Dynamic Strategies can utilize client toolsets (e.g. help desk ticketing, remote access, etc.) or provide our own solution
The DSI Difference
Many vendors approach service desk outsourcing as a simple ‘staffing’ engagement – but just changing the people (or who they work for) will most likely not change the issues facing your organization. Dynamic Strategies’ approach is different: we focus on achieving an integrated solution that addresses all the issues (not just the staffing).Dynamic Strategies custom designs solutions tailored to our client’s situation and environment. All aspects of the service desk model are considered including:
- Requirements – Not just the requirements and responsibilities of the service desk but also the end user and other support groups that interface with the service desk;
- Process – In addition to ensuring all support processes and escalations are clearly defined and documented, there must be a process for handling new issues or those not clearly defined;
- Interface – To ensure the service desk performs as efficiently and effectively as possible, well defined and monitored interface mechanisms are required between the service desk, end user groups and specifically other support groups;
- Measurement – Beyond simple service levels and metrics, measurement must include trending directly related to defined objectives. This information is a critical component of the overall ‘continuous improvement’ process;
- Flexibility – To quickly respond to changing business conditions, the service desk must effectively utilize and leverage all of these components (process, measurement, interface, etc.)
- Change control – Not only considered in the traditional sense, special care must be given to new or changes to existing systems that will require process or support changes at the service desk. Very often this interaction is overlooked or taken for granted;
- Continuous improvement – This should include continually reviewing, fine tuning and improving existing support processes. It should also consider what other systems, platforms or processes can be incorporated that can enhance overall business objectives.
Every client is assigned a “Service Delivery Team” for their engagement. This team includes the account manager, the service delivery manager, and at least one service delivery consultant. The team is assigned from the very first meeting and works with the client team from the evaluation period throughout transition into production. There are no “hand offs” during the entire process.
Service Examples
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