What is the future of the IT service desk?

Whether it is the service desk of the energy- or cable company, the municipality, the bank or the IT service desk that you call as an employee when your email is slow again, the image of quality is often the same. You have to wait too long, the level of knowledge is questionable, the employee is grumpy and if you hang up the phone you will never hear anything again unless you call again.

Moreover, many IT service providers have enormous problems in controlling the flow of standard change requests and disruptions. Let alone succeed in preventing any disruptions at all. Many companies have invested enormously in projects to improve quality and customer satisfaction and with varying success. Has this investment in expensive systems, training and expensive consultants been well spent or a lost investment?.

My opinion: A lot of money is thrown away. It can be different. In this blog you can read how you can start changing.

Added value for the customer

Not only do users have more and more knowledge of computers and software, they also increasingly have more advanced IT resources for private use. IT resources that are made available at work are often simpler, with less functionality and with older versions of software. Often questions and problems are therefore linked to the specific business organisation or specific business applications and not to the standard business. This is precisely where customers need extra help from IT staff. Help that is often insufficient or not available at the moment.

End-user experience

How can we make life really easy for the customer? The answer is simple; “By letting him do more himself”. That sounds contradictory but the opposite is true. Research shows that more and more customers provide solutions for technical problems or functional questions. The google statistics also show this. The introduction of a good IT Self-Service System can, if properly implemented, be of enormous added value.

What is IT Selfservice?

IT Self-service is for IT what Bol.com is for the consumer. An online digital portal where users can find information about IT resources, order IT services and products directly, but can also perform simple automated tasks themselves (for example, resetting a password or the automatic installation of additional software). It is a portal where the user must be able to find everything about the IT resources he needs for his work.

What are the success factors for a good IT Self-Service System?

1. Up to date knowledge database
A knowledge system should preferably be linked to existing knowledge sources such as wiki or google. No work instructions of 50 pages (we IT people are happy to be complete), but short, simple preferably graphic instructions (think of the instruction cards in the aircraft) that fit on 1 page. Ensure a good management process. Information that is “old” or no longer relevant is deadly.

2. Low-threshold IT Shop
A good IT shop is an essential part of the IT Self-service Portal. The customer often has questions about the different possibilities of a product and the choices he has. Clear language and speaking images are a must. In practice, many IT shops are a drama. Too much technical information and too little added value for a customer.

3. Self-service
The user can easily perform a password reset or install additional software. If things work immediately or are carried out, the user will gladly use this option, even though he does the work himself. This way a huge number of reports can be prevented. Provide a clear user-friendly explanation with a well-arranged layout. If properly arranged, up to 70% reduction of service desk reports can be achieved here.

4. News and tips
Provide a current news overview on the main page of the portal. Number 1 on the customer complaints list, is the lack of information or feedback about the status of problems or requests. A good news overview will contribute significantly to reducing the number of status requests. Use the news overview not only for reporting problems, but also for useful tips and tricks that are currently up to date. This will contribute to a positive image of the IT department.

5. KIS principle
The above elements are important components for successful IT Self-service functionality. However, we must not forget 1 element: Keep It Simple. IT customers are used to working with the most advanced web shops for their private purchases. Let IT take an example and especially come up with simple solutions for the customer.


A good IT Self-service System with a well-designed management process will greatly contribute to the productivity of your customers. Moreover, the number of reports on the service desk will decrease to such an extent that service desk employees will have more and more time to delve into customer-specific applications of IT resources. In the eyes of the customer, the added value of the IT department will increase more and more, which will also increase customer satisfaction. In addition, you create additional development opportunities for your IT employees so that the turnover (which has traditionally been very high at a Service Desk) will decrease.