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Five Trends that are impacting the IT Service Desk

In todays ITSM organisations, the service desks are experiencing a shift in the way technologies are developed, deployed and consumed. Today’s consumers are becoming far more tech savvy and many businesses rely on technology to keep their business running smoothly.  

A Service Desk provides a single point of contact between users and the IT Service Provider. The primary functions of the Service Desk are incident management, life cycle management of all service requests, and communicating with the customer. 

This blog outlines five key trends that are impacting the IT Service Desk:

  1. Service desk Automation
  2. Knowledge Base
  3. Service Desk into the Cloud
  4. Consumerisation of IT
  5. Continuous Improvement

Service Desk Automation

Service Desk Automation will become even more important in 2017 as the need to streamline processes and efficiencies increases. By automating common processes such as logging, categorising and prioritising calls, to easily allowing guest WiFi access to users for example. This will allow for better use of time for Service Desk employees. The most productive part of the day shouldn’t be spent assigning, prioritising and categorising tickets. This should be done automatically, allowing employees to serve the end users more efficiently. 

Knowledge Base

Implementing a Knowledge Base can increase service desk productivity and may lead to less tickets being submitted. A successful Knowledge Base will store resolutions, workarounds, and best practices that help to reduce ticket inflows, improve resolution times, and reduce the percentage of repeat incidents. Creating a Frequently Asked Questions section helps customers to solve their own problems quicker and allows for higher priority tickets to be dealt with more efficiently. A Knowledge Base is typically built up by recording solutions to incidents that arise on a regular basis. 

Service Desk in the Cloud

Businesses are now taking advantage of cloud services. By moving the Service Desk into the cloud, this can bring many benefits not only for the IT Solutions provider but the users who require the Service Desk. One key benefit is that a Cloud based Service Desk can be accessed from anywhere and on mobile devices. Many large providers are now planning to migrate legacy on-premise solutions to the cloud knowing that IT departments are increasingly willing to outsource data security, upgrades and maintenance to software providers. As cloud becomes the industry standard, Service Desk staff must be ready to support a diverse set of applications that need less technical day-to-day involvement, but change more often and require them to support these changes. 

Consumerisation of IT

Today’s users of IT are becoming more educated and research shows that more and more devices are being connected to business systems. This leads to users expecting support for non-essential business technology such as BYOD, and other laptop operating systems such as MAC OS etc. With the increasing popularity of Bring-Your-Own-Device (BYOD) this can add increasing strain on Service Desks if users are unable to connect their device with ease on a daily basis.  Some companies will implement stringent BYOD policies which limit the number of devices per user. 

Continual Service Improvement

This is an integral part of Service Delivery and is a key part of the Service Lifecycle. Continuous improvement or Continual Service Improvement (CSI) uses a metrics-driven approach to identifying ways to improve and also measures the impact of improvement efforts. This is a phase of the ITIL lifecycle and ensures that a culture of continuous improvement is adopted.  The primary focus of the Continual Service improvement is to realign IT Services to the changing business needs by identifying and implementing improvements to IT services that support business processes. 

If you would like more information on how a Service Desk can improve your service operations please visit our North Wales Housing Case Study or email