Taken from HDI’s newest focus book: “Emerging Practices in Desktop Support” Compiled by the HDI Executive Forum, the HDI Support Center Leadership Forum and the HDI Retail Forum.
“Any organization has to find a way to integrate its IT strategy with its desktop support strategy. All of the technology sitting on your desk has to be correctly maintained, used, and replaced in a manner that is both efficient and effective, as broken equipment affects productivity and increases costs. A goal of desktop support is to return an employee to productivitiy as quickly and efficiently as possible when a deskside visit is required to resolve an incident or fulfill a service request.
Desktop support is one of those IT functions that is obscured by its very ubiquity and, like its sibling, the support center, an afterthought, until a customer experiences a problem or has a need. Unlike its relative, the support center, what the IT support canon is bereft of is both strategic and tactical advice, practices, and research about desktop support management and desktop support practices.
It may be that the desktop support function is so intertwined with the operation of the service desk/support center that the practices used in its execution have never been identified. If this is the case, there is an extraordinary opportunity for research and discussion into how desktop support is structured, managed, and evaluated.
While most companies do understand desktop support, they use it far too often and in ways that increase IT costs. As a critical support function, desktkop support would benefit from more structure and discipline, and a clearer definition of best practices.”
For more about the Desktop Support initiatives, read HDI’s Q2 focus book: “Emerging Practices in Desktop Support”
Don’t have your copy? Contact HDI’s Customer Care Center at 800-248-5667 for more information on how to get your copy!
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