IT Service Management Blog
Follow information regarding IT Service Management via this blog.

10 recommendations for improving your service desk

Your IT is facing new challenges from trends like cloud, which call for new approaches and practices for IT service management. According to the Gartner Research Note “Top 10 IT Service Management Next Practices”, true service orientation and business focus continue to be challenges for most IT organizations, but can turn into true differentiators if handled in the right way.

Some reasons for these challenges are:

  • Finding the key performance metrics (KPIs), which are relevant to the business. Often, businesses are presented with too many KPIs and the wrong KPIs are a large barrier.
  • The low maturity of IT organizations does not support the desired (business) service centricity.  This leads to technical SLAs that are based on infrastructure aspects, not on business impact and business value.
  • The incorrect leverage of ITSM process frameworks – again, most of the IT organizations according to Gartner are at level one or two in terms of maturity on a scale that goes up to five.

But there is light at the end of the tunnel. With the help of future-ready practices and capabilities in people, processes, technology and business management you can become a true internal or external service provider and therefore a true partner to the business.


In a short Google+ Hangout I sat down with Chuck Darst and we picked a few of the points Gartner made to put our perspectives on. The video also includes a link for downloading the full Gartner Research Note in case you have not seen it before.


I would love to get your perspective on this subject.  What do you think of the points made during the report? Do not hesitate to leave us a comment in the section below.


Have a nice day,

Michael Pott (@michaelpott)


Join the conversation …

HP ITSM Twitter

HP ITSM on LinkedIn

Leave a Comment

We encourage you to share your comments on this post. Comments are moderated and will be reviewed
and posted as promptly as possible during regular business hours

To ensure your comment is published, be sure to follow the Community Guidelines.

Be sure to enter a unique name. You can't reuse a name that's already in use.
Be sure to enter a unique email address. You can't reuse an email address that's already in use.
Type the characters you see in the picture above.Type the words you hear.
Showing results for 
Search instead for 
Do you mean 
About the Author
Michael Pott is a Product Marketing Manager for HP ITSM Solutions. Responsibilities include out-bound marketing and sales enablement. Mic...

Follow Us
The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.