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5 Common Roadblocks of Service Desk Reporting
This guide will teach you how to spot the five common roadblocks that people might face with service desk reporting, along with the solutions on how to overcome these obstacles to success.
READ MORE5 Common Roadblocks of Service Desk Reporting
This guide will teach you how to spot the five common roadblocks that people might face with service desk reporting, along with the solutions on how to overcome these obstacles to success.
The Challenge of Help Desk Data Silos
Service Management goes far beyond the service desk, but most help desk teams cannot access any of their own data. Those who can, have access to the service-desk data only. It is the vendors that decide what users can see, which leaves desk managers with only a small piece of the puzzle. For example, off-the-shelf…
The Challenge of Data Security
Previously, we talked about how data silos can pose a challenge to your service desk reporting. The IT department will keep sensitive data under lock and key, and they aren’t about to let users poke around in databases that hold that information. Even if help desk managers can convince leadership that the team needs access…
The Skills Gap Challenge
Previously, we talked about data security becoming a roadblock for service desk reporting. When data is dispersed across a variety of databases, platforms, directories and servers, making sense of it all can require highly-specialized knowledge. Those knowledge holders are usually employees of the IT department, rather than the service desk. Without the development skills to…
The Challenge of Limited Resources
In the previous chapter, we talked about how skills gap plays a role in becoming a roadblock of service desk reporting. Service Desk Managers can often find themselves on the defensive when it comes to resource allocation. They are the first to take the heat whenever there is a disruption in customer service, which means…
The Challenges of Limited Technology
Previously, we learned how a lack of resources can hamper our service desk reporting. Technology is supposed to make business run smoothly, but all help desk managers know that technology can often stand in the way of success. When the service desk does have access to BI tools, those tools, more often than not, are…
Most Help Desks Never Get What They Need From Leadership
Most Help Desk Managers realize quickly that they’ll never overcome these hurdles in their current business environment. Rather than constantly banging heads with leadership, most service desk managers are forced to go out of their way to solve the problem on their own. In order to get the information they need, they will continue to…
Bonus Material: Making The Case For A New BI Solution For Your Help Desk
Making the case for a new BI dashboard can be an uphill battle if you aren’t armed with the right information. To get your leaders to buy-in you must: Conduct a trend analysis of data to showcase results. Look for savings, real-cost allocations, etc. Understand precisely how stale data affects efficiency and processes and illustrate…
