A keen observer of the managed services market would see that whilst a number of companies claim to have a “dedicated Service Desk”, their interpretation of what that actually constitutes can be very different.

For some, “dedicated” Service Desk simply means staff are dedicated solely to their Service Desk but still managing multiple clients.

At Ordyss, our definition of a dedicated Service Desk goes much further – when we refer to a dedicated Service Desk, we are referring to a team that is solely and exclusively dedicated to servicing your business.

It’s a very clear and important distinction to make.  By signing up to the former, you will be competing with other clients for priority when engaging with your Service Desk.

If you’re sharing your Service Desk with others you will most likely end up speaking with a different person every time, and they may not necessarily know your history or requirements particularly well.

An embedded service

At Ordyss, we embed a Service Desk team within your organisation.  Their only role is to look after your service requirements and no-one else’s.  So, whilst they’re sitting in our offices and managed by us, it means that as a client, you have a team that knows your business intimately and will always be available when you need them.

In fact, so embedded are our staff within organisations we work with, often the client’s staff have no idea their Service Desk is outsourced.

Our dedicated Service Desk teams typically have a client email address and company extension number.  In some cases, our team are even logging into the client’s existing ticketing system.  As a result, the Service Desk feels like an intrinsic part of the organisation, rather than external support.

The upshot of this is that the Service Desk representative knows the business intimately.  They’re not scrambling to source caller’s background history or look up knowledge bases for information when a call comes in.  They already have an established relationship and can attend to their requirements right away.

This saves valuable time and spares the client from a frustrating wait while the Service Desk looks up their history to try to get a handle on the organisation and systems they’re supporting.

The amount of knowledge that a Service Desk can develop by only looking after a single client is phenomenal.  Even with a client that has as many as 3000 seats, our Service Desk staff usually know most of the staff by name.  They get to know the client as intimately as if they were a direct employee of that organisation.  The only difference is that they are employed by Ordyss and are fully managed by us.

So why not have an internal Service Desk?

Businesses can go down this route, and many do, but the appeal of outsourcing their Service Desk (particularly for larger organisations) is the convenience of having one less problem to manage.  It means that instead, they can focus their time and resources on areas that will grow the business.

The most critical difference though is in the performance requirements that are placed upon external providers.  We work to strict SLAs (Service Level Agreements) and are highly incentivised to meet those, with some of our contracts even imposing financial penalties for not meeting those.

We continually hear from organisations when we take over their Service Desk operations that their internal team doesn’t share the same motivation to deliver the exacting high standards of service.  They’re supporting their colleagues, not a paying client, and that difference ultimately shows through in the service delivered.

Another benefit of our solution is the people management aspect.  If there are any issues with Service Desk team members, performance related or otherwise, we manage and deal with that entire process. The responsibility for attracting and training new team members is also on us.  The client doesn’t have to deal with any of that.  They know we’re contractually obliged to meet service levels and how we go about that is our problem, not theirs.

Further to that, being part of our team, rather than a direct employee of the client, our Service Desk people benefit from our broader tech focus and the acquired knowledge and training that comes from being part of an ever evolving managed services company.  This saves the client from having to stay up to speed with the latest developments in technology and Service Desk best practices.  All that is taken care of by us.

Issues and performance management

Another area where managed services tend to diverge from internal services is in the level of reporting that takes places. Outsourced Service Desks, including our own, tend to offer much more detailed and regular reporting.

We provide all our clients with detailed monthly reports, which is something you wouldn’t typically get from an internal department.  We track everything and provide in-depth coverage on all aspects of our work.  This includes how we performed against the SLA on both response and resolution; the breakdown of incidents versus service requests; and drilling down into what are the top issues, who are the top service desk users, and so on.

All of that data can be sliced and diced a million different ways, and trend analysis is performed on it to help identify potential bottle necks and areas for improvement.  This way we can fix issues at their core and ultimately drive incident volumes down.  We can readily spot repeat issues or pain points on our clients’ behalf and offer solutions to remedy them.  Because of our dedicated focus, we get to understand where issues come from, and create a plan to resolve them.

ITIL-aligned Service Desk methodology

Our Service Desk methodology is completely ITIL-aligned. ITIL (Information Technology Infrastructure Library) is a set of detailed practices for IT service management (ITSM) that focuses on aligning IT services with the needs of the business.

Through our ITIL processes and over-arching service management framework, we’re able to deliver consistent and repeatable service outcomes that are measurable and reportable.  In so doing, we can help organisations remain compliant with their own governance requirements.

Enterprise-level management

The core business for the dedicated services we offer are enterprise-level organisations.  That is, businesses with at least 300 staff and/or those with a heavy reliance on technology.  Businesses that can’t afford the cost of downtime, or simply don’t want to carry the operational disruption of it, need highly responsive support. We find it’s those businesses that tend to look to a dedicated Service Desk solution.

Another determinant is the level of demand placed on the Service Desk.  A business may have high staff numbers but relatively low Service Desk call volumes.  For those businesses, it doesn’t make sense to invest in a dedicated Service Desk solution.

Where we offer the most value is when organisations place a high demand on their Service Desk.  We remove the burden of managing that, and provide a level of performance management and ongoing improvement that is unparalleled.  Our ability to consistently deliver that is the Rolls Royce standard of customer service.