As a service desk manager, you can’t ignore the disruption that is happening at the service desk. New capabilities are seemingly hitting the market daily. User expectations of the service desk are increasing, in the face of new technologies that supposedly eliminate the need for a service desk. AI and automation are shifting which kinds of work that humans do. Enterprise Service Management and value stream thinking are pulling non-IT teams into shared workflows.

It’s obvious that things are changing at the service desk. What may not be so obvious are the specific things that you can do to plan for and successfully navigate the disruption happening with the service desk.

Defining the operating model for the next-gen service desk is the place to start.

Key Elements of the Next-Gen Service Desk Operating Model

TechTarget defines an operating model as a visual representation of how an organization delivers value to its internal and external customers. For an IT service desk, an operating model is a simple, shared picture of how the service desk does its work so it can deliver support that is aligned with the organization’s goals and requirements. An IT service desk operating model describes how its people, processes, tools, and governance practices enable the desk to handle incidents and requests in a consistent manner and deliver value to consumers.

Some key elements to include in the next-gen service desk operating model include:

• Consumer journeys – The next-gen service desk operating model must feature more self-service, smarter routing of issues and experience by design across all channels.
• Collaboration – There must be better integration of the service desk with the other parts of the IT organization, such as security, platform teams, HR, Facilities and more. This means there must be shared workflows that include the activities of the service desk.
• Kinds of work – With AI and automation taking over those repetitive tasks, the service desk will be taking on more complex issues. The next-gen service desk operating model must include coaching, capturing and using knowledge and taking greater ownership in resolution of consumer issues.
• Metrics and reporting – Many traditional service desk metrics will no longer be as relevant for the future service desk. Metrics and reports in the next-gen service desk will need to move from volumes and performance to outcomes, experience, learning and flow.

What Won’t Change

Despite all the disruption that is happening at the service desk, there are some things that will not change. First, the service desk will continue to be the “face of IT,” where the reputation and credibility of the IT organization will be earned – or lost. Consumers will want to have a good experience, be heard, treated respectfully and helped quickly. Service desk agents will want to be treated respectfully, be adequately enabled to do their jobs and to be recognized for their contributions to organizational objectives. Clear communications, solid troubleshooting techniques and taking ownership of issues will continue to be hallmarks with a next-gen service desk.

Where to Start

With the rapid pace of change at the service desk, it can be easy to get caught up in the hype that accompanies change and disruption. But as I’ve written before, I believe that the service desk that delivers and enables a differentiated experience for its consumers results in a business that is differentiated in the marketplace.

So, don’t buy into the hype. Don’t be intimidated by the new technologies that claim the end of the service desk. Instead, develop the operating model for your next-gen service desk. Here’s how to start:

• Identify where your service desk is today. Use a simple technique, such as a SWOT analysis, or a Plus/Delta (one of my favorites!), to objectively identify things that your service desk does well and things that could be done differently. (By the way, invite your service desk agents to participate in this exercise.)
• Pick one journey. Look at one consumer journey in which the service desk is frequently involved, like a laptop break/fix or employee onboarding. Develop a simple end-to-end journey map with experience in mind, using the SWOT or Plus/Delta as input.
• Form a cross-functional team for that journey. Invite other relevant groups (HR, security, other IT teams, etc.) to review that journey map and provide insights and feedback.
• Add metrics. Identify one experience indicator and one learning or improvement indicator for that journey along your existing performance targets.
• Document and socialize the new operating model for that journey. Consider using a template like the POLISM model from Operating Model Canvas (Campbell, et al.) for a very visual way to document the new operating model. Share the new model with key stakeholders of that journey – especially the service desk team – so they see the vision, not just another change.
• Implement and monitor. Implement the new operating model and monitor to ensure that the new model is working as intended and delivering the desired results. Adjust as needed.

Now that you see how to start – start! Commit to acting on and completing this exercise in the next 90 days. You don’t need a big transformation program. Develop the operating model for your next-gen service in bite-sized chunks – one journey, one metric, one role at a time.