Service desks are becoming more aware of business outcomes, the importance of customer service and learning how to maximise the technology they use, rather than simply providing break/fix support.

Geoff Rees, sales director of IT and customer service software specialist Sunrise, says whereas once businesses were content to have implementation and basic training from a supplier, they now expect ‘expert service’.  “The day-to-day functionality of the service desk is a given, today we’re more likely to be asked for broader business advice: how can we automate processes, personalise apps, deliver services beyond IT support.  They ask us how other businesses are using these tools – the emphasis is on making the technology deliver a return for the long term.”

With many customers moving to their second generation ITSM systems, Rees says service desks are viewing the implementation as an opportunity to right the wrongs of previous rollouts.  “At all levels, the message is ‘help us’, let us fix what we didn’t get right before.  The analogy I use is the amateur golfer buying the shiniest new clubs because they think it automatically improves their game, when the real gains will be found by investing in swing coaching to show them how to use the clubs effectively.”

Rees also warns there are no shortcuts to implementing sound ITSM processes.  “Be wary of any product promising ‘IT transformation’ out of the box, the projects that succeed do so because the business puts time and effort into making them work.”