What are the most effective service desk workflows and processes for technical support?

Tracking of tickets is also important and customer satisfaction should be our priority first. If our customer is satisfied we win the game.

Incident management in Service Desk is extremely important as they are the face or first representative of the identification and logging process, which, if goes wrong, may lead to delayed resolution and ultimately a dissatisfied customer experience.

Problem Management comes in two forms. Reactive because something already broke (incident) or Proactive when looking at trends (event logs, configuration item availability, past incidents). Both have the same goals, to prevent future Incidents from occurring under the conditions that allowed them to happen. If you want to avoid incidents past the conditions that enabled them. Then hand it off to Continual Improvement Management once root cause is found. E.g. Server A keeps crashing twice a month (Problem) because of inappropriate patching procedures (cause). Set a goal to review all patching procedures for all servers (Continual Improvement)

Problem Management (PM) is normally when there are reoccurring incidents. For example printers in an area having misalignment issue on printing PDF document. Incident Management (IM) step up to resolve the issue by restarting the print service each time the issue occur. Problem Management team will do root cause analysis (RCA) and present the findings so that the issue will not occur. Any changes on any IT infrastructure to fix any issue Change Management (CM) will be initiated.

Problem manager is not only analyst, he is rather advocate between client and company. Life example: users were unable to login to printer with their id card for about three month, client was hard enough and complained all the time about our poor service delivery. During the root cause analysis I have identified, that the the authentication app installed on the printers was outdated and this was fully scope of client to perform regular updates. Result: 1. Client initiated a plan of regular checkups/update of print apps throughout all locations; 2 After this RCA client started to check everything on his side first before complaining about poor service delivery, because he understood, that he works with professionals...

Change Management is like breaks on a car. It allows you to go fast because it's there to stop you when you need it. Its not a slow down rather a balance against speed to avoided conflicts and minimize risk.

Remember Requests are not worked by priority rather SLA fulfillment times. You don't go to McDonalds and order combo #3 as a Priority 2. You get in in 5 min or less because that is the SLA fulfillment time set.

SLAs are key to set expectations of support. Both your customers and help desk get clear expectations on how and when work is completed.

One Must know Client Centricity Remember you are representing the Organization and the Client is conversing with the SPOC of the Organization. With Global Clients you represent your Organization and the Country. Ultimately with all Clients you represent yourself, your organization and the country. Its important that you show your Client Centricity and the empathy