According to the latest JIRA Service Desk report, there is a lot of difference with regards to how customers approach IT Service Management and how they use their service desks across the globe. Below are their key findings:
Information Technology Infrastructure Library (ITIL) is a de facto standard used in IT Service Management all around the world. In fact, EU and Australia believe in ITIL best practices more than the US.
More than 50% from the US and Australia use their service desk outside of IT.
Human Resource: Today, HR is the most prominent Non-IT business function where service desk is used. Close to 40% use their service desk for HR operations.
Examples of HR using the service desk:
New Employee Onboarding
Finance: Europe has the highest usage of service desk for Non-IT business function in Finance. Close to 30% use their service desk for Finance operations.
Examples of Finance using the service desk:
New Employee On boarding
Sales: Sales is the third most popular Non-IT business function where service desk is used.
Examples of Sales using the service desk:
Competitive intel on other products
Feedback from customers
Customer satisfaction tops the chart, and closely followed by self service and SLA compliance.
Knowledge management, customer satisfaction and self service are equally important.
Self service is top priority and closely followed by knowledge management and customer satisfaction.
And the verdict is unanimous across the globe where the top priorities for the service desk are…