10 Best Practices for Service Desk Management

What Are the Best Practices for Service Desk Management

What is a Service Desk?

A service desk is a place where customers can get high-quality service in a timely manner. It is the frontline for support and the heart of productive organizations. It can be considered an important element of any company or management. The service desk manages requests and incidents from customers. It is the process of managing the IT service desk and forms the point of contact between the IT department of a company and the users. Service desk management can have three forms which are 

  • Local-where users and service desk management are in the same area.
  • Centralized-where all the users in different locations perform their requests through this center.
  • Virtual-where there is no single physical location.

What is the Need for a Service Desk?

A service desk manages flawed deployments and oversees that the company runs without any hiccups. With instant gratification, the need and want of customers, increased capability at the service desk have become a requirement. If people or customers find the service desk incapable, it is time to re-evaluate and step up your service desk facilities. 

Benefits of a Service Desk

  • Service desks provide customers with additional tools that help them solve their problems. Instead of passively waiting for incoming support tickets, you can serve your customers proactively.
  • The service desk also organizes and manages your tickets more effectively. Since customers expect their replies or queries in a short time, the service desk responds to them in a timely manner.
  • An assessment of productivity and employees performance track can also be done with a service desk. A service desk can also demonstrate the value of customer service in your organization.
  • Service desks enhance the company’s efficiency and serve as a centralized location for all your customer service communications. It allows all inflowing activity into one place.
  • It manages incidents, service requests, and problems
  • The service desk monitors reports and metrics such as First-call resolution rate, which can indicate how effectively and quickly your service desk operates. It also monitors cost per contact, incident/ticket volume, repeated tickets, ticket trending, and ticket backlog.

Some Practices for Management

  • Document everything

Documenting every incident and request is a very important process in order to know how the end-user is impacted. By documenting everything, you can also keep an account of the customer's needs and requirements. All processes used by the service desk should be thoroughly documented, regularly improved, and always audited. 

  • Customer communication

The service desk should be in communication with the customers regarding anything that the latter requests. You have to keep customers aware of what's going on. Being clear and concise in your delivery of information to your customers is also very important.

  • Promote service portal adoption

Create a portal where employees can visit to submit reports, requests, or any other technology needs. Information can be presented and delivered automatically when users interact with the portal. Customers can see the status of their requests, reduce follow-up calls and inquiries. Requests can be made directly to the service providers' intake personnel which enables the provider to focus their efforts on user support and issue resolution. This will reduce the need for additional staff and enable staff to spend the time they need to resolve caller's issues.

  • Set up SLAs

Service Level Agreements (SLAs) ensure standards for the company. They help people prioritize their work and decide what needs to be done based on ticket prioritization. They can set the service standards and the time frames for response and resolution.

  • Conduct customer satisfaction surveys regularly

Customer satisfaction surveys give you an idea of how people feel about your company. It helps the company improve its services and pushes them to strive towards its goals. It also ensures that the people develop and grow in their roles. Collecting customer satisfaction surveys helps companies understand the main difficulties that customers face and makes way for companies to seek better service improvement.

  • Implement service request automation

This can include various functions: an automatic reminder of standard operating procedures and questions to ask customers, automate service requests to support organization, automatically create a service request, quick customer history, and others. Automate processes whenever possible, including risk management, incident, and ticket routing. Automated prompts should be set up so that the employees work towards resolving the customers' problems. 

  • Provide self-service support options

Provide self-service options. Customers prefer self-service most of the time, as they can resolve their issues quickly without involving others. Self-service should be easy to use, and for that to be possible, knowledge bases and Q&A communities can be incorporated. A knowledge base allows employees to search and resolve issues on their own. Moreover, making end-users create their own tickets with the help of self-service options allows technicians to focus on more immediate tasks, thus saving both time and workload.

  • Direct tickets to proper personnel for efficient solutions

It is best to direct tickets to technicians most qualified to resolve them. Identify specialized issues and send them to members with experience in that area.

  • Assimilate similar incidents under a group

Many people encounter similar issues. Instead of having each as a separate incident, it is best to tackle them together. This way, you can cut down on the team's workload and deliver faster resolutions. This will increase your service desk response and save you time and money.


The best practices are not just in the service desk management but all areas of life that are dynamic and continually evolving to adapt to the changing needs. Since a service desk is the first point of contact for any IT issues, it can have a significant impact on customer experiences and, ultimately, on the business. Since service desk management seeks to serve the needs of the company in one place, it is important that it be proactive and find ways to support business goals. 

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