Today, providing customers and employees with excellent support is as important as delivering an exceptional product or service. According to HubSpot, 88 percent of the customer service representatives surveyed in 2022 reported that customers have higher expectations than they did in previous years. While these mounting expectations are nothing new, they will only continue to grow as technology evolves and companies invest in solutions that offer improved experiences.
<Insert your choice of nervous laughter or anxious breathing.>
Organizations not only need to provide amazing customer support, but they also need to ensure that their employees are well-supported enough to offer this exceptional service in the first place. This requires efficiency. When an organization is efficient, it can drive productivity and customer satisfaction, empowering it to remain competitive and achieve long-term success—despite changing expectations.
To drive efficiency and offer excellent experiences that stand out, organizations must invest in great technology that empowers their teams with seamless capabilities. Enterprise service desks offer an all-in-one solution that provides exactly that. From data access to service monitoring, service desks are integrated into a range of processes and empower your team to capture and resolve requests quicker than ever before.
So fear not, weary traveler, for the oasis of efficiency you seek is near—let us lead the way! How exactly do these integrated processes work? Let’s explore what an enterprise service desk is and six ways it can empower your team to become more efficient and achieve its long-term business goals.
What Is an Enterprise Service Desk?
An enterprise service desk (ESD) is much more than a traditional IT service desk or IT help desk—it’s the powerhouse behind an organization’s service management across all departments. While an IT service desk provides support and services related to technological issues, an ESD goes a step further, serving as a hub for managing service requests, coordinating resources, and solving problems for all functional areas in an enterprise.
Acting as the primary contact point, an ESD supports not just IT and end-users, but also extends its services to encompass various departments such as HR, finance, operations, facilities and more. This means it doesn’t just streamline IT support and IT processes. It is an integrated support system, contributing to the efficient functioning of different departments, facilitating seamless inter-departmental collaboration and communication.
An ESD is particularly beneficial for large corporations with over 1,000 employees, offering a scalable and comprehensive solution that caters to the complex, multi-faceted needs of such organizations. Across various business functions, they can help with the following:
- Service Portfolio Management
- Tracking of service-level agreements (SLA)
- Multi-channel Self-service
- CMDB integration and communication
- Problem and incident management
- Change management
- Workforce and vendor optimization
Service desks are beneficial to companies of all sizes; with an enterprise service desk, large organizations can ensure they have the scalable and comprehensive support their employees and clients need to thrive.
The ESD is your enterprise’s fairy godmother, minus the sparkles and the giant pumpkin coach.
Automating Routine Tasks
One of the most powerful capabilities offered by the enterprise service desk is its ability to automate time-consuming, repetitive, energy-draining tasks. For example, artificial intelligence powers automated ticket creation and routing that ensures proper assignment of issues, minimizing the need for staff to assign service requests. Similarly, self-service portals enable users to initiate their own requests, not only streamlining the process and offering them quicker support but also reducing their dependency on support staff.
An ESD also integrates with other business systems and processes across the enterprise, allowing organizations to automate and eliminate duplicate efforts. It can integrate with asset management, change management, and knowledge management systems, enabling the seamless exchange of information across different departments.
Teams can also set up automatic triggers based on different needs. For example, when a new employee joins the organization, an ESD can automatically offer them necessary IT resources, like software licenses and user accounts, enabling improved onboarding. From human resources to service delivery, these predefined workflows ensure that your end-to-end processes are as efficient as possible.
If an ESD was in a band, it’d definitely play the bass—you might not always notice it, but it keeps the rhythm flowing smoothly.
Driving Cost Savings
An effectively staffed and implemented enterprise service desk (ESD) is a valuable tool that not only improves efficiency but also realizes significant cost savings across an organization. As a central point of service management, an ESD automates routine tasks and even some troubleshooting—and offers self-service portals. This automation reduces the need for manual intervention across various departments—not just IT. By relieving experts from all departments of basic tasks, they can shift their attention to more strategic initiatives and complex problem-solving.
Leadership can also optimize the use of their resources, save on costs, and prioritize high-value work. The data and analytics capabilities of an ESD offer insights into workload distribution, enabling teams to avoid unnecessary idle time and fully utilize their staff without understaffing or overstaffing. Through labor-cost reduction and improved resourcing, an ESD empowers leaders to optimize their cost efficiency and invest in the processes that best serve their organizations.
After you have more time for strategy and complex issues, you might finally crack the code of why people insist on reheating fish in the office microwave.
Enhancing Collaboration and Communication
When it comes to problem resolution, efficiency is essential—but it’s impossible if your team can’t collaborate effectively. An ESD is crucial to helping your organization resolve issues faster than ever. A service desk enhances communication and collaboration by offering a streamlined ticket management system that tracks issues, including IT issues, across their lifecycles. With these insights, teams can address issues more quickly, and leadership can proactively identify and resolve roadblocks with issue resolution. This not only improves performance but also enables service staff with the knowledge they need to save time and collaborate more effectively.
Similarly, an enterprise service desk offers a centralized knowledge base that offers teams access to solutions they otherwise would have needed to spend hours researching, reducing resolution time. Finally, with several options available for collaboration channels—such as chat support, video calls, email integration, and more—a service desk enables faster communication between users and support staff. In all, enterprise service desks provide support in the ways that best serve an organization’s end users, allowing them to access what they need, how they want it.
So yes, an ESD enhances collaboration. But don’t ask it to sing the harmony part in your office choir—it’s still working on breathing from the diaphragm.
Predicting Problems and Improving Decision-Making
Because a service desk offers powerful data tools and automated reporting and analytics, enterprises can identify and address potential issues before they become something larger. Enable proactive problem management, service changes, and ongoing maintenance to prevent and reduce service issues by making your service desk the early-warning system at your company. Along those lines, the monitoring and analysis of service desk metrics empower your team to address any issues with their service before they affect your end users or business.
With added visibility into an organization’s performance and data, leadership can also make more well-informed decisions. By continuously monitoring metrics in real time while analyzing historical trends, companies can identify bottlenecks, areas for improvement, and inefficiencies. They can also access useful insight into user sentiment and how it affects the organization as a whole—whether it relates to products and services or user needs. This proactive approach helps teams reduce downtime, improve the quality of service, and enhance overall efficiency across operations.
Now, the service desk can’t predict if your office romance will blossom, but it can ensure your services are running smoother than your pick-up lines.
Empowering User Experiences with Self-Service
As we’ve mentioned, an ESD provides excellent self-service options that can streamline processes and empower users to find the resources they need, how they need them. With user-friendly interfaces and convenient access to resources, end users can rely on better experiences, finding information in a way that’s best for them. Chatbots, for example, can handle common inquiries and provide resources without immediate assistance from support staff, enabling your agents to focus on more complex issues without compromising the user experience.
Personalization options also allow users to customize their settings, notifications, and the appearance of its support portal to align with their preferences. This improves user satisfaction and creates a sense of ownership, not only improving experiences but also driving efficiency, as employees are best supported to complete their work.
Even more, ESDs can incorporate feedback and rating mechanisms to gather user opinions, rate the effectiveness of solutions, and even offer suggestions for improvement. Because users can provide feedback about their experiences seamlessly, they will feel better supported—without reaching the point of complaining to your service team about their issues. An ESD can even leverage user insights to help drive continuous improvement initiatives, allowing it to meet ever-evolving customer needs. This proactivity is key to keeping customers happy and ensuring your employees are set up to be as efficient as they can be.
With an ESD, your end users are not just empowered, they’re practically turned into self-service wizards—minus the fancy hats and wands, of course.
Laying the Foundation for Enterprise Service Management
For many organizations, ITSM is just the beginning of efficiency: They also need to develop strategic enterprise service management to ensure all of their operations are thriving, well beyond the IT department.
Implementing an enterprise service desk is also closely tied to improving overall enterprise service management (ESM) practices. This is because an ESD, which has origins in ITSM, allows organizations to align with ITSM best practices. For one, service desks align well with established ITSM frameworks like ITIL, offering optimized service delivery and support processes. Along those lines, when companies have a systematic approach to ITSM and incident, problem, and change management, they can streamline processes and offer consistent service across the entire environment.
From improvements to IT service management to complete enterprise transformation, an ESD is crucial for organizations that want to deliver the best services and drive operational excellence across the company ecosystem. The synergy between an ESD and ESM empowers companies to boost efficiency, deliver high-quality service, and foster a culture of continuous improvement—starting with the IT team and expanding throughout the enterprise.
An ESD in your organization can create a domino effect. Transformation might start with the IT team, but before you know it, operational excellence is knocking over inefficiencies throughout the company.
How We Can Help
Enterprise service desks offer an incredible opportunity for organizations to transform customer and employee experiences and turbocharge efficiency. For example, with ServiceNow ITSM, organizations can access transformative service desk capabilities and provide resilient services that unlock innovation, productivity, effective decision-making, problem-solving, improved customer experiences, and more.
Because ITSM is a powerful feature, it requires consistent support and years of experience to help maximize results and deliver full functionality. As an Elite ServiceNow Partner that serves in multiple geographies with a variety of verticals, Cask helps guide and empower organizations to achieve their business outcomes through strategic digital transformation.
With success stories from clients in multiple industries—including the public sector, healthcare, manufacturing, and more—Cask is a service provider that specializes in everything there is to know about ServiceNow practice in IT service management (ITSM), IT operations management (ITOM), customer experience, employee experience, app development, and more.
Learn more about finding the best ServiceNow Partner for your business needs, or discover how Cask can help your organization achieve its service management goals here.