Troy's Blog

Practitioner Radio Episode 26 - Distributed Service Desk Strategies

Support is a Base Element on the periodic table of any Service Organization

Join Chris and I as we discuss the reality of complex support models and how we need to find a way to bring structure, flow and logic to what today is often a complex and jumbled support model.

Show Notes:

• The Service Desk To Call When You Don’t Know What Service Desk To Call!
• The Customer Response Centre
• The Genius Bar
• Lucy’s Advice Booth
• Shadow Desks
• The Spaghetti Bowl Support Model
• Service Desk Chaos: (Single Point of Contact? You Got to be Kidding!)
• Outsourced Desks
• Shadow Desks
• Application Support Desks
• Rogue Forward Deployed Desktop Agents
• Fragmented and duplicate tools and IVR systems
• Consolidation Options (Process, Roles and Technologies)
• Service Desk Inventory
• Tiered Service Desk Model



• Open Tick Initiative
• Service Desk and Service Offerings
• Support is a base element for any service provider
• Outsource Call Dispatch Decks disconnected from the back office Incident Process
• Project Culture vs Run Culture in IT
• PinkFORUM12
• Service Desk Facades
• Local Service Desks vs Honking Death Star Desk
• The Service Desk Foyer
• Additional Information on Service Desks
• ITIL Implementation Roadmap (Incident Management / Service Desk)
• Dealing With Rogue Support Agents
• Service Request vs. Request for Information

Troy’s Thunder Bolt Tip of The Day:
A distributed service desk strategy is practically a given for most organizations. The goal is untangle the current fragmented model and to establish clear and simple support channels from a customer perspective.

Troy’s and Chris’s Thoughts What Are Yours?

“The major difference between a thing that might go wrong and a thing that cannot possibly go wrong is that when a thing that cannot possibly go wrong goes wrong it usually turns out to be impossible to get at or repair.” ~Douglas Adams

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