In the ever-evolving landscape of IT service management, a fundamental shift is underway, advocating a change in perspective that promises to enhance user experience and efficiency. The mantra is simple yet transformative: Talk Services, Not Tech.
Traditionally, service desk analysts have navigated the complex terrain of categorizing requests based on technical components. However, this approach has encountered its fair share of challenges. Foremost among these is the inherent ambiguity in connecting a request to a specific category or subject. Often, the true nature of the problem only becomes clear during the resolution process, making upfront categorization a shot in the dark.
Furthermore, this approach alienates the very people at the heart of the service: the end-users. Plunging them into the depths of technical jargon only serves to create confusion and misunderstanding. The essence of their requests becomes buried beneath a blanket of intricate details, leaving them disconnected from the true nature of the solution being sought.
Create a common understanding and terminology
Enter the concept of ‘Services’. A paradigm shift that introduces a common language, fostering understanding and collaboration between the service desk and users. Services, a term steeped in historical context, emerge as the beacon of clarity in the service management realm. By focusing on services, the divide between tech-savvy professionals and everyday users begins to dissipate, replaced by a shared comprehension of the issue at hand.
The argument for adopting services as the guiding framework for organizing and grouping data within service management applications is compelling. Rather than drowning in a sea of technical intricacies, the service-centric approach encapsulates the holistic essence of the support being provided. Users can now express their needs without grappling with technological complexities, confident that their requests are being interpreted accurately.
In conclusion, the time has come to usher in a new era of service management. The outdated practice of tying requests to convoluted technical classifications is giving way to a more intuitive and user-friendly approach. By embracing the notion of services, we not only streamline the resolution process but also bridge the gap between tech and non-tech stakeholders. The future beckons, and it is a future where services take center stage, transforming the way we perceive and deliver IT support.
Read our 4me paper ‘Rethinking the Service Desk – 9 Practical Improvements to Increase Efficiency’ to discover more practical improvements you can make to further empower and improve your service desk.