Gartner Research

How to Build a Successful Service Desk

Published: 25 May 2012

ID: G00234120

Analyst(s): Jeffrey Brooks


To create a world-class IT service desk, start with a simple plan that ensures you have the appropriate programs in place. Establish clear goals that align with the needs of the business, and use metrics that compare the performance of the IT service desk with these goals.

Table Of Contents
  • Key Challenges


  • Establish Business-Aligned Goals
  • Measure, Measure, Measure
  • Best Practice: Implement Analyst Scorecards
  • Best Practice: Measure Employee Satisfaction
  • Best Practice: Measure Customer Satisfaction
  • Best Practice: Build a Team
    • Goal-Based Team Building
    • Social Team Building
  • Best Practice: Implement Rewards and Recognition
  • The Bottom Line

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