Archive for March, 2011

Free Help Desk Whitepaper: When Reality Hits ITIL

March 19, 2011 3 comments

Is implementing ITIL really simple? It’s easy to hear about ITIL from a consultant, blog or ITIL course, but the hardest part comes while implementing ITIL processes in a real help desk environment.

This free white paper is intended to help IT managers self assess their help desk and its maturity level in order to implement the right ITIL process at the right time.

Oh, and we almost forgot — the comic approach taken here keeps you awake while you are trying to read all this stuff! Enjoy!

Here’s a sneak preview! To download the complete white paper, visit now!

Is implementing ITIL really simple? It is easy to hear about ITIL
from a consultant or read from a blog or even attend an ITIL
course, but the hardest part comes while implementing those
processes in an environment. Not all processes end up being

Each and every organization is different; they vary
with people, processes, environment, type of support they
provide, help desk and much more. It is very important to
implement them at the right time; also, the help desk should be
matured enough to handle the process, or else there is every
chance that the whole attempt would end up in a disaster. Things
which have worked for one help desk will not necessarily work
for another. This white paper is intended to help the IT managers
to self assess their help desk and its maturity level in order to
implement the right process at the right time.

As you all know, ITIL is about good practices; it gives you the varied learnings of
other IT peers from over the years. ITIL is like a messenger bringing those good
practice messages to you, and by implementing it incorrectly you are just shooting it,
ending up blaming the consultants or ITIL concepts. So ask these questions before
you implement the process.

Can my team handle that process?

Is this process a necessity or luxury?

What benefit does that process add to the help desk and so on?

Download the complete white paper now!

Categories: White Papers

Help Desk Q&A: Ask The Coach!

March 12, 2011 Leave a comment

Hi everyone – Thanks for stopping by. Here’s the latest help desk Q&A from Donna Earl and

If you have a help desk related question of your own, be sure email us! Your question may get published on!

Question: Dear Help Desk Coach,

I was recently transferred from systems into the role of help desk supervisor. I’m not sure where to start because there are so many complaints from the user base about bad service, and so many reasons why. The to accommodate an increase in user base, management transferred several agents from the data center to the help desk.

These agents hate talking on the phone and dealing with users. Their negative attitude is not only impacting users, but other agents. We have no knowledge base. Evidently before I arrived there was a software conversion which wiped out the previous knowledge base. Now the agents ask each other and some have stacks of paper notes to refer to. I know this sounds prehistoric, but it is true. The previous supervisor told agents that when call volumes are high (for example during system outages), to only solve the most important problem a user calls about, and tell the user to phone later to have other questions answered. Agents were told their job was to get users off the phone as quickly as possible.  What recommendations can you make?

Answer: Dear New Supervisor,

You’re certainly starting your role as a help desk supervisor with some big challenges. Consider these suggestions to help the agents, the help desk, and you:

  1. If the agents who were transferred from the data center are more comfortable handling email contacts with users the might be more suited for an email support role. You didn’t specify whether or not your help desk has dedicated email agents, so this might help them ease into a support role.
  2. Talk to the new agents and let them know you want to support their success at the help desk, and would appreciate them bringing their concerns to you directly rather expressing their frustrations to their peers. Remind them that because of higher call volume, they play an important role at the help desk.
  3. With no formal knowledge base, your agents are the knowledge base. This should be an immediate high priority project for you. If the previous knowledge base is truly lost, find out how to build knowledge base in new package, and make your senior agents responsible for contributing. They’re already spending (wasting) time functioning as resources for the newer agents and sifting through hard copy notes. During lower call volume times, dedicate one senior agent to working on the knowledge base.

View the rest of this column now. Visit us at!

Categories: Q&A
%d bloggers like this: