Using Display Boards in a Support Center

Why Use display boards in a Support Center? What types of displays should we have?  How ought we to use these, and what benefits might we gain?  Display boards are becoming increasingly popular in a support center these days, especially in view of the fact that …

  • Change is picking up pace (change in products and services, the customer environment, regulations, and business priorities. Since the service desk/support center is the “front line” support arm of the organization, they must be informed of all changes that could impact support.
  • The service desk/support center is also dependent on other back-line support groups for resolution assistance, so its important that all support  groups have a common view of the support situation, and feedback displays relevant to their group.
  • All support teams need to be aware of the shared vision, mission and priorities of the support organization that they participate in.  This includes not just the tier 1 service desk, but other support teams as well.
  • Support teams (tier 1, 2 3) need to be aware of incoming issues, and their performance to goals/service level targets on addressing these issues

Add to all of this the fact that we need to integrate call management systems, ticketing systems, monitoring tools and survey systems to feed and drive these displays, the task of displaying “the situation” accurately and in real or near real time can become quite daunting.

For more on Using Display Boards in a Support Center, see the article just published in HDI’s SupportWorld magazine: https://www.thinkhdi.com/library/supportworld/2018/using-display-boards-in-support-center


Paul M. Dooley

HDI Instructor, Consultant and Auditor
ITIL Expert and Certified ITIL Instructor
AXELOS and PeopleCert Affiliate
www.optimalconnections.com 

 

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