The creation and maintenance of company value are the two primary focuses of service management.
Many businesses view their Service Desk as a cost centre and an undesirable but essential component of their operations. In point of fact, the Service Desk has the potential to be a significant source of client goodwill. On the other hand, a broken Service Desk may rapidly damage a company's reputation and the faith of its customers. Customers who have grown up with digital technologies place a higher premium on the quality of the customer experience (CX) than they do on the cost of a product or service as the primary factor that distinguishes one brand from another in the majority of markets. 42% of consumer queries are ignored by retailers in the UK.
Delegating to someone with no experience, no training, nor oversight is the surest way to make a Service Desk fail. Going further, in his newsletter article A Stellar CX, The customer experience can make or break a company, Nick Goss makes a complelling case for prioritising customer service over new product features. Joining the dots, Management letting an unsupported person run the Service Desk could lead directly to the company failing.
You need unambiguous, in-your-face visibility of what is going on in your Service Desk. The core service reduces chaotic data down to one simple traffic-light executive summary: red, amber or green. The executive summary is supported by one handful of charts, each with their own summary and traffic-light assessment.