Metrics help a business determine whether its goals are being achieved, but only if they have been carefully chosen to represent progress towards central objectives.
These goals cannot be met unless and until help desk services are fully utilized. Success depends upon acceptance and awareness.
Acceptance is derived from service quality and acquired credibilitywhile awareness comes from active marketing and engaged end-users. Read on to learn how to deliver both.
The Value of Acceptance and Awareness Help desk services only have value if they are being used. When a help desk is functioning properly, it is able to assist end-users with regard to technology usage, and also solve problems either on the spot or through appropriate escalation.
To realize all these benefits, end-users must believe that the help desk is capable of providing the required assistance. That belief comes from actual experience and the quality of the services provided. Awareness is equally important. Strategic Marketing for Help Desk Awareness The marketing goal is simple - to ensure that all end-users have been fully informed of all available the help desk services and how these services are to be requested and utilized.
Beyond the basics of communication and information sharing, internal marketing efforts must also seek to generate interest and enthusiasm for the services that the help desk provides.
There are 3 keys to marketing program development and success: To evaluate help desk value and visibility and to then tailor a marketing program to fill specific needs.
Evaluating Help Desk Value and Visibility The first step in planning and developing an effective marketing program is to evaluate current help desk value and visibility. To start, you need to ask and answer the following defining questions: Is current help desk utilization all that it could be and should be?
Do you need to improve the awareness and understanding of help desk policies and procedures? Do you need to improve the quality of communications between the help desk staff and the end-users?
Do you need to improve the level of awareness of all help desk service level obligations? Do you need to boost morale for help desk staff members? Do you need to reduce "hidden" support costs due to non-use of help desk services? Do you need to improve awareness of and compliance with related technology usage and IT service policies?
The answers to these key questions will establish the scope and purpose of the help desk marketing effort, establishing prioritized needs and related program objectives. These needs and objectives can then be translated into actual program deliverables.
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That's what fast tracking is for - and we can teach you how it's done. Learn More Producing Marketing Program Deliverables A "Help Desk Services Handbook" is the primary program deliverable used to market help desk services, promoting both acceptance and awareness.
This handbook should be an established organizational mandate, institutionalized by the strategic IT management visionto be given out to all employees to be included as part of any new employee orientation.
While specifics will vary according to individual circumstances, the handbook deliverable should incorporate the following components: Stating the overall mission of the help desk department, including the services provided and commitment to service quality.When I was researching language pragmatics for my recent echolalia and scripting post, I came across an IEP goal bank.
For those of you who aren't familiar with these terms, IEP stands for Individualized Education Plan, which is a personalized document that describes an educational program designed to meet the needs of a child who. Feb 20, · Depending on the type of business you operate, the metrics you monitor will differ.
For example, if you have an eCommerce website, you’ll want to /5(16). Action Plans and Why Learning How to Measure Action Plan Results is Important Sometimes there is a problem in your business that needs to be solved, but it doesn't require enough steps such that you need to create a project in order to solve it.
Measurable Project Management Objectives For Project Success And Motivation. Developing detailed project management objectives are one of the main keys to determine a projects success. Many projects struggle due to plan objectives aren't measurable and lack key details. 15 Project Manager Define and manage customer expectations.
Coordinate development of the project plan. Monitor and control project work according to the approved plan. Communicate project status by preparing status reports and conducting progress review meetings. Description: Maintain an overall plan that tracks project requirements/inputs, deliverables and milestones.
Provide the client with weekly status updates, identifying work completed, plans for the coming week, and any challenges/roadblocks, and attend weekly status meetings.