3 Service Desk Models compared
Fully booked online business meeting and active participation
In the Online Meeting on 30.06.2020, Sven Lehmann compared three Service Desk models: How do they differ in terms of customer requirements, possible solutions, challenges and added value for customers or companies?
At the start of the online meeting, it was clear to the participants that the majority of them had confidence in the internal Service Desk. Equally distributed was the use of QCE (Quallified Call Entry) and the co-partner model. But what is the difference between QCE, Co-Partnering and Full Service Desk?
QCE as an introduction to the User Help Desk
Customers with internal as well as external QCE attach importance to the centralization of contact requests and appreciate having a central phone number, a central mail address or similar for IT support. Via the centralized input channels, inquiries are received, channeled and documented and downstream units are alerted. It is important to define the procedures and processes for the QCE and to clearly demarcate responsibilities. Especially establishing new processes and sharing knowledge for these processes can be challenging. Nevertheless, both are central components for the success of the QCE. The advantages are also obvious: Formerly decentralized inquiries meet at one point, and a jumble of help points is transformed into uniform reporting channels with defined processes. Added to this are new quality criteria that raise IT service to a new level and often lead to faster response and resolution times.
Co-Partnering for service enhancement
If companies already have a functioning IT Help Desk, they repeatedly face staff shortages (e.g. due to holidays, illness, demographic development), have to deal with peak loads or want to expand their services (e.g. by adding languages, portfolio). Especially in recent years, companies have increasingly decided to cover these extensions externally via a partner instead of internally. This partner acts as co-partner and takes over clearly defined service times, services and/or languages. It is important that the external partner or its employees can solve the same tasks as the colleagues in the internal Help Desk. They have the same skills, which helps to avoid differences in response times, solutions and ultimately customer satisfaction. Therefore, concrete measurement figures (KPIs) are inseparably linked to the success of co-sourcing. There are many benefits of having complementary Service Desks, but at the same time, the need for coordination and the sharing and documentation of knowledge can be a challenge for companies. However, when staff scalability, costs and risks, internal and external measurability and additional Service Desk availability (e.g. peak loads, languages, times) come into play, the added value is clearly on the customer side.
Full Service Desk is the hallmark of IT
The Full Service Desk goes one step further than the Service Desk in Co-Partnering. The requirement on the customer side is to take over the IT support area completely. The external partner is then the proverbial figurehead for the internal IT, as it is contacted when questions arise. The User Help Desk in full operation is available around the clock on request for all queries defined in the Service Desk portfolio. The coordination effort is lower and companies rely 100% on their external partner. This can lead to dependency and complicate knowledge transfer, e.g. in the course of a change of provider or insourcing of the User Help Desk. Both can be regulated so that the added value outweighs the cost: More flexibility in the provision of the Service Desk portfolio and focus on the core business of the company. In addition, costs are transparent and, like personnel and risk, optimally scalable.
As a Service Desk Provider, we manage both QCE and Full Service Desks and, as co-partners, take over selected areas of the customer's business. Accuracy of fit is our primary goal for our customers.
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