One Stop for IT Help

As I mentioned previously, we have started implementing our service desk here at AMPATH. It is very very basic right now, but I see it as a very critical aspect of the ISC operations. For most IT operations, a service desk is a no brainer and there are great reasons for it. For one, it provides a central point of customer care our users. We can let everyone know where to go and how to get help. It makes it easy for end-user, they don't have to guess about where to go for help.*

* Of course, we need to publicize and make people aware of this new service. It won't do much good if our users don't use this service.

Another great reason to have a service desk is it's role in helping use improve our service delivery. This is done as a result of the information the service desk provides. By using metrics and measurement, the reports generated from service desk utilization will provide critical operations information that we can then use to better plan and address our needs. The numbers will also be used as part of our service level management.

As I said, the service desk at this point is very basic, we have literally a desk, a PC, a phone and an intern. That intern will be responsible to receive and log help requests and then forward them to the appropriate person. The next feature that will be added is a ticket system and that should be online within a week. We thought about waiting until the ticket system is online to start the service desk, but you know what, it doesn't really matter. Just starting it is the key, we knew it was going to be perfect on day one.