IT service desks will never be proactive without a deeper understanding of, and integration with, the myriad business elements which affect the tasks it carries out.
Rob Meinhardt, president of systems management Dell KACE, told ServiceDesk360 that small service desks can survive because of the culture they work in. “Small businesses are fine because, if someone is doing maintenance, they just pop their head up and tell the support guys. You can’t do this when a business starts to grow in size.”
Meinhardt says that most support teams and the software they use are too isolated from the rest of the business. “There are many elements involved in the IT infrastructure and you can’t expect the support team to understand what is happening if they are just logging incidents. A service desk that reacts to problems by logging them is still a helpdesk.”
Technology such as the Dell KACE K1000 Management Appliance, which links asset and systems management to the service desk through a single, graphical dashboard, are needed if a proactive service is to become a reality. “If the service desk could be alerted when a PC has less than 90 per cent of disc space left, they can call the user and help them fix the problem before they are even aware of it.”