Create an ITIL Service Desk from an traditional Help Desk

[Myo]

I am in the beginning of a project where we are going to "transform" an rather old fashioned Help Desk to a more professional ITIL Service Desk. Has anyone done this journey and have any advice on how to get all the staff on board, so to speak? Because that is what I feel is the most tricky part, to find a way to change the attitude amongst the technicians, a little.

[GHTigers]

Myo,

The change management component on the desk IS the most challenging part!

I'd like to share with you how my company may be able to help you. We are thought leaders in the area of KCS and ITIL methodology deployment. Our core competency is to help the operations leadership transform to a more knowledge-centric approach to customer service.

If you would like to speak further, let me know. Good luck!

Greg

[Stormflagflying]

Hi

Hi, How’s it going with the Transition? I understand where your coming from as I am in exactly the same position of taking a reactive desk to a pro-active Service Desk.

Let me know if you want to exchange idea’s on or off line.

Terry

[reachsridhar]

Hi,

I did a simillar project sometime ago. I would suggest the following

1) To start with get a good help desk tool. (You may check the components for the software to suite your individual needs).

2) Document all the processes and procedures. It is better to keep the process documents and procedure documents seperate.

3) Train the personnel / staff in handing the new process and procedures.

4) Ensure that the helpdesk personnel are handling the new process and procedures by conducting regular checks.

From my personal experience the users are reluctant towards change. For this you may require the help of the management.

All the best toy you.

[rjp]

Arrrrgh!

[sundaydriver]

I approached my project a little differently.

I wanted to ensure I didn't put the tool before the horse, so my first step was to identify the way we conduct business today. I went out to speak with the different areas that deal directly with our help desk - soon to be Servce Desk - to find out what role they play (or think they play) and I started taking snapshots of our current business processes.

Like many organizations, I found we already have the right idea, just poorly executed and hardly managed. In other words, while this was going to be a ground-up rebuild to achieve this Service Desk presence we dreamed about, we weren't going to have to "rebuild" everything.

We are well underway at this point, to include finishing the physical construction of the new space for the Service Desk. As for the tool, expanding on current resources seems logical, but I want to ensure we clearly specify the requirements first. If the tool we have can be made to work, that's fine. If not, I don't want to change the functions to meed the parametes of the toolset.