The kids are back to school here in the UK soon and this got me thinking of fresh starts. What would your IT support equivalent be, i.e. what would you do differently if starting your IT service desk afresh the week after next?
Please reply as a response. Thanks.
I would say that we would take a more holistic approach to unifying our ITIL practices under one ITSM solution. In a sense allowing the administration of the platform in use to be infused in many different areas of the Organization.
However this also comes with risk. Consolidation can create a single point of failure, leaving us crippled if we aren’t careful. So we would need to do some pre-planning and follow a solid execution strategy that contains a contingency plan.
Lastly, if we were starting afresh...Have a naming schema for systems ironed out before implementing those systems 
(Active Directory….smh 
)
I would say that we would take a more holistic approach to unifying our ITIL practices under one ITSM solution. In a sense allowing the administration of the platform in use to be infused in many different areas of the Organization.
However this also comes with risk. Consolidation can create a single point of failure, leaving us crippled if we aren’t careful. So we would need to do some pre-planning and follow a solid execution strategy that contains a contingency plan.
Lastly, if we were starting afresh...Have a naming schema for systems ironed out before implementing those systems (Active Directory….smh )
Thanks
If I were to start an IT service desk afresh, the equivalent of a "back-to-school" fresh start, here's what I would focus on to build a modern, efficient, and user-centric service:
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### **1. Establish Clear Foundations**
- **Define a Service Catalog**: Clearly outline the services offered, including response times, SLAs, and escalation procedures. This ensures users know what to expect.
- **Implement ITIL Best Practices**: Start with core ITIL principles to standardize processes like incident management, problem resolution, and request fulfillment.
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### **2. Invest in Modern Tools**
- **Choose the Right Ticketing System**: Use a modern ITSM platform like ServiceNow, Freshservice, or Jira Service Management for tracking and resolving issues effectively.
- **Enable Self-Service**: Create an intuitive self-service portal with an updated knowledge base, FAQs, and automated workflows for common requests.
- **AI-Powered Chatbots**: Deploy AI bots for first-level support to handle repetitive tasks like password resets or basic troubleshooting.
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### **3. Focus on Proactive Support**
- **Monitoring and Alerts**: Implement proactive monitoring tools to catch issues before users report them.
- **Regular Health Checks**: Schedule periodic audits of systems and endpoints to prevent predictable failures.
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### **4. Build a Strong Team Culture**
- **Training and Upskilling**: Equip your team with regular training on new tools, cybersecurity, and soft skills like communication and empathy.
- **Foster Collaboration**: Encourage teamwork through shared ownership of tickets and peer reviews of solutions.
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### **5. Enhance User Experience**
- **Feedback Loops**: Regularly collect user feedback after ticket resolutions to identify areas for improvement.
- **Personalized Support**: Maintain detailed user profiles to provide personalized and context-aware solutions.
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### **6. Automate Where Possible**
- **Automated Workflows**: Streamline repetitive processes like user onboarding, software installations, and permissions management.
- **Ticket Categorization and Prioritization**: Use AI to auto-classify and prioritize tickets based on urgency and impact.
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### **7. Prioritize Cybersecurity**
- **Zero Trust Approach**: Implement strict access controls to secure sensitive systems.
- **Incident Response Plan**: Have a clear plan in place for handling security breaches or data loss.
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### **8. Communicate Transparently**
- **Incident Notifications**: Provide real-time updates for widespread issues via email, intranet, or SMS.
- **Monthly Reports**: Share service desk performance metrics and improvements with stakeholders to build trust.
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### **9. Make It Fun and Relatable**
- **Gamify the Experience**: Reward team members for achieving performance benchmarks or resolving tickets quickly.
- **Personal Touch**: Create a welcoming service desk culture with a touch of humor, empathy, and user-first thinking.
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### **10. Plan for Growth**
- **Scalability**: Use tools and processes that can scale with your organization as it grows.
- **Future-Proofing**: Regularly evaluate emerging technologies like automation, AI, and predictive analytics to stay ahead.
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Starting fresh provides an opportunity to shed outdated practices and adopt a forward-thinking approach. By focusing on user needs, leveraging modern tools, and building a proactive and collaborative team, your IT service desk can thrive in today's dynamic environment. What would you add or prioritize in this scenario?
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