Understanding the challenges, critical success factors, and risks
There are several challenges and risks associated with the service desk function. Also, it being the user-facing side of IT, it is extremely critical to be aware of these challenges and have plans to manage the same.
Understanding the challenges
- Managing the ongoing cost of services
- Addressing design, testing, or deployment flaws, especially in the absence of additional funding
- Varying user expectations
- Filtering and managing the significant events
- The ability to identify and authorize requestors
- Engagement with technical and application teams
- Involvement with the management of other processes
Understanding the critical success factors
- Clearly defined SLAs, OLAs, and contracts
- Agreed and documented ...
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