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Building a Rock-Solid Service Desk: The 5 Key Pillars of IT Success

In today's fast-paced business environment, the success of an organization's IT operations also depends on the effectiveness of its Service Desk. A well-run Service Desk can provide quick and efficient solutions to IT issues, minimizing downtime and ensuring business continuity. As Chief Information Officers (CIOs), whether you are looking to improve your existing Service Desk or starting from scratch, this article will explore the five key pillars to give you valuable insights for building a successful Service Desk.
Mukesh Sharma

13. 4. 2023

5 key pillars: Why do they matter so much?

The Service Desk is often perceived as the easiest function within an organization. However, it is crucial for organizations to understand that the Service Desk is the backbone to an organization's IT success. Imagine a scenario where new joiners do not have access to tools on time, or if there is a Priority 1 ticket sitting in the queue unresolved for days, or everything an employee needs for their day-to-day work takes weeks to resolve. Such situations could result in employees being unable to deliver on time, which could have a significant financial impact.

To ensure the success of your Service Desk, it is vital to focus on five key pillars: People, Process, Performance Management, Practices, and Tools. As organizations transition from a traditional Service Desk to a Digital Service Desk, it is crucial to create a strong foundation using basic tools and standard ITIL processes. Once the process matures, it is the right time to invest in modern tools and technologies to transform.

A checklist of tools to consider before introducing new technology

It is essential to understand the fundamental tools and processes required for an effective Service Desk before introducing additional technology or enhancements. The following tools are crucial:


An excellent ITSM Tool is instrumental in the success of your Service Desk. A user-friendly and easy-to-customize tool will form the foundation for your IPC (Incident, Problem, Change) processes. A simplified and customizable interface results in quick adoption of the tool, while ticket forms can capture all the necessary information to reduce hops, and smart ticket routing eliminates the need for manual effort to direct tickets to a particular team. A well-defined service catalogue is also a must-have on your ITSM tool.

Knowledge Base

A well-updated and easily accessible Knowledge Repository is essential for the team to save time while processing each transaction and quickly resolving tickets. It is also crucial to ensure that the Knowledge Base sits within your ITSM tool and that teams find it easy to navigate and explore.

Standard Reporting

Reporting is essential to understanding the actual performance against Key Service Desk KPIs. Customizable and easy-to-extract reports from your ITSM tool will help you save time and track essential metrics such as First Time Fix, Aged Tickets, LIFO/FIFO reports, and First Call Resolution.

Make it simple without using advanced technology

By focusing on these tools and processes, you can ensure that you have a strong foundation to form your Service Desk. At inception, you do not need advanced automation or technology to operate. Instead, you need a simple, customizable, and user-friendly ITSM tool that your staff can quickly adopt to kick-start day-to-day operations.

Remember the "5 pillars to success" to transform your team.