In IT Service Management\u00a0(ITSM),\u00a0when\u00a0users call the service desk for help,\u00a0they expect\u00a0their issues will be resolved completely, correctly and immediately. Nothing is more frustrating than hearing,\u00a0\u201cWe\u2019ll have someone call you back\u2026\u201d, except,\u00a0perhaps,\u00a0calling\u00a0again\u00a0(and waiting\u00a0in\u00a0the\u00a0queue),\u00a0because the issue\u00a0wasn\u2019t\u00a0solved the first time. Both situations are not only aggravating for your users,\u00a0but also costly for your service-desk operations.\u00a0Enabling your service desk agents to resolve issues more effectively and consistently at the frontline will\u00a0not only improve the customer experience, but also will reduce costly escalations.<\/p>\n
Service-desk agents don\u2019t\u00a0necessarily need significant amounts of\u00a0technical expertise or\u00a0understand complex\u00a0IT infrastructures\u00a0to be effective supporting your users. They need to know what information\u00a0to look for and how to diagnose the situation at the outset so that the \u201cknowledge\u00a0tools\u201d\u00a0available to them\u00a0can be used effectively.\u00a0Kepner-Tregoe has developed a workshop called KT Frontline that is designed to\u00a0provide your\u00a0service-desk agents\u00a0with\u00a0the foundational\u00a0skills\u00a0to respond to user issues and requests quickly and effectively,\u00a0providing a more consistent support experience to your users,\u00a0and saving your organization money.<\/p>\n
KT Frontline is a\u00a01-day\u00a0workshop\u00a0specifically\u00a0designed\u00a0for\u00a0service-desk agents\u00a0and frontline support.\u00a0It\u00a0is\u00a0light\u00a0on theory and\u00a0instead uses\u00a0gamification\u00a0and team-based experiential learning\u00a0to develop\u00a0practical skills\u00a0that\u00a0can\u00a0be applied immediately.\u00a0Your frontline team\u00a0will learn to:<\/p>\n
If the service-desk agent can identify\u00a0and describe\u00a0the\u00a0actual\u00a0issue\u00a0during\u00a0the first contact,\u00a0then he or she\u00a0will be more likely to solve the problem immediately or route the issue to the correct subject-matter expert. Poor diagnosis is one of the leading causes of support requests\u00a0being handed-off multiple times among support teams \u2013 wasting resources and causing increased delays for users.<\/p>\n
IT issues are rarely as simple as they seem.\u00a0Technical dependencies, complex business processes and variations in the behavior of users\u00a0can\u00a0make it\u00a0difficult to separate unrelated symptoms (red herrings) from\u00a0actual\u00a0issues. The KT\u00a0Frontline workshop will help your service-desk staff learn how to ask the right questions to capture the information they need\u00a0to\u00a0diagnose\u00a0and troubleshoot issues accurately.<\/p>\n
It is easy to think the user\u2019s problem has been solved without realizing the problem was misidentified and the agent is solving the wrong problem. The contact\u00a0has\u00a0endedand the ticket marked\u00a0\u201cresolved;\u201d\u00a0however,\u00a0the user calls again and is\u00a0agitated\u00a0that\u00a0the issue request must be\u00a0re-opened.\u00a0Your service-desk staff\u00a0must\u00a0know how to recognize multiple issues and separate them to ensure each is resolved thoroughly.<\/p>\n
Effectively resolving user issues requires\u00a0that\u00a0service-desk\u00a0agents\u00a0understand the consequences and implications of their actions and recommendations.\u00a0With KT\u2019s\u00a0simulation-based learning, they will\u00a0know how to\u00a0review the outcomes of different actions and choices\u00a0and\u00a0identify what actions yield the desired outcomes.<\/p>\n
Most service-desk staffs\u00a0are taught their role is incident-and-request management\u00a0(only)\u00a0and that problem management is\u00a0another person\u2019s\u00a0job.\u00a0The user doesn\u2019t care about this artificial separation \u2013 they want their issues solved.\u00a0The KT\u00a0Frontline workshop teaches your employees how to\u00a0analyze possible causes meaningfully within the context of the service desk\u00a0role.<\/p>\n
Your service-desk staff is the face of your IT organization to your employees and other users. KT can help you give them the tools and skills they need to do their jobs more effectively \u2013 improving user experience and helping you control operational costs.<\/p>\n
\u00a0<\/p>\n
Kepner-Tregoe has empowered thousands of companies to solve millions of problems. KT provides a data-driven, consistent, scalable approach to clients in Operations, Manufacturing, IT Service Management, Technical Support, and Learning & Development. We empower you to solve problems. KT provides a unique combination of skill development and consulting services, designed specifically to reveal the root cause of problems and permanently address organizational challenges. Our approach to problem solving will deliver measurable results to any company looking to improve quality and effectiveness while reducing overall costs.<\/p>\n","protected":false},"excerpt":{"rendered":"
In IT Service Management\u00a0(ITSM),\u00a0when\u00a0users call the service desk for help,\u00a0they expect\u00a0their issues will be resolved completely, correctly and immediately. Nothing is more frustrating than hearing,\u00a0\u201cWe\u2019ll have someone call you back\u2026\u201d, except,\u00a0perhaps,\u00a0calling\u00a0again\u00a0(and waiting\u00a0in\u00a0the\u00a0queue),\u00a0because the issue\u00a0wasn\u2019t\u00a0solved the first time. Both situations are not only aggravating for your users,\u00a0but also costly for your service-desk operations.\u00a0Enabling your service desk […]<\/p>\n","protected":false},"author":5,"featured_media":432,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"ppma_author":[83],"class_list":["post-25783","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-other"],"acf":[],"yoast_head":"\n