3 Best Practices for a Digitally Strong IT Service Desk in Media
How well do you sleep?
In supporting Media Industry operations, this question hinges on the expectation of immediacy. The media consumer demands real-time access to content—day or night. If your media customer can’t deliver that content on the platform of their consumer’s choice, they stand to lose audience, revenue, brand integrity, and yes, sleep.
In life, no one can hope to prevent all issues and failures. But enabling a strong IT service desk for supporting the Media Industry can completely enhance the customer experience. With a powerful digital toolkit at your fingertips, you can optimize triage, escalation, resolution, and follow up to any customer issue or request.
Building that strong IT service desk requires a strong support desk toolkit. The foundation of this toolkit: the ITSM (Information Technology Service Management) solution, which promotes prioritization, organization, and visibility of all the activities related to technology support.
With that foundation in place, the rest of the platform’s performance will come down to best practices:
- Remember your “ates”: consolidate, integrate, and automate.
Having a disparate set of tools with different points of entry will inevitably slow the process of getting things in the right hands at the right time. Where possible:
- Consolidate important operational tools including incident management, service requests, change management, asset management, knowledge base, reporting, and alert monitoring into a single ITSM solution to minimize the number of repositories necessary to find data. When augmenting these tools with external resources, make links and contextual information available in the knowledge base for quick reference.
- Integrate external systems such as email marketing and remote system management where necessary and possible.
- Automate creation of “tickets” from systems alerts and build processes that flow directly to skillsets based on subject areas, scope, impact and urgency.
- Make the toolkit highly visible, accessible, and mobile:
- Opt for SaaS and/or hosted, responsive solutions whenever feasible. Using a VPN or finding the right device to respond to issues and escalations can delay the fulfillment of your customer’s needs.
- Enable single sign-on for compatible systems.
- Provide multiple options for customer engagement—telephone, self-service via user interface, email-to-ticket, apps, and chat. Customers want to be able to choose based on personal preferences and urgency. The medium used for communication back to the customer should vary based on the sensitivity and urgency of the issue. Use alternative channels when traditional communication is unavailable; for example, use Twitter for distributing quick updates during maintenance events, where email access is unavailable.
- Use the data gathered through the toolkit for operational efficiency and continuous improvement:
- Identify opportunities to implement new customer self-service options.
- Look for repetitive tasks that are candidates for automation.
- Automate SLA and KPI reporting.
Providing the support desk with the right tools is critical to customer success. The media industry doesn’t sleep, and the media customer should trust that its support doesn’t sleep, either.
Through automation, integration, and the right tools, we know that even when we do get that frantic call in the middle of the night, one of us can simply roll over in bed, punch a few buttons on a mobile device, and help take care of our customers’ businesses. It helps both parties get the most satisfaction—and the fewest possible sleepless nights.
How well do you sleep?