Service desk best practices that power high-performing ITSM operations

What makes one service desk feel like a well-oiled machine — resolving tickets quickly, delighting users, and continuously improving — while another struggles with backlogs, burnout, and disjointed communication?

It’s rarely about resources alone. More often, the gap lies in execution. The strongest IT service desks follow a set of foundational, repeatable strategies that turn support into a business-strengthening function rather than just a reactive help center.

In this guide, we’re diving into those service desk best practices that help IT teams consistently exceed expectations. From smarter use of data to empowering end users and reducing repetitive workloads, you’ll find actionable insights designed to level up your operations with a little help from TOPdesk workflows and automation tools that make it all easier.

Why ITSM best practices matter more than ever

Expectations for IT service delivery are always changing. Users want answers fast, and organizations need IT to support agility, security, and growth. That puts pressure on your service desk to be more than just responsive — it must be proactive, user-friendly, and scalable.

Adopting ITSM best practices creates a structured, strategic approach to service delivery that benefits everyone. These practices ensure consistency, improve collaboration across departments, and give IT leaders the data they need to demonstrate value and drive smarter decisions.

How to build a high-performing IT service desk from the inside out

1. Define and deliver on SLAs

Service Level Agreements (SLAs) are more than just internal goals — they set expectations with end users and act as benchmarks for quality.

To improve performance:

• Clearly define SLAs by ticket type, urgency, and service category.
• Use automated routing to ensure requests are prioritized and assigned appropriately.
• Monitor SLA compliance regularly and adjust based on trends or user feedback.

In TOPdesk workflows, SLA management is built in. Automated notifications, prioritization rules, and SLA breach warnings help your team stay on track without manual oversight.

2. Increase First Contact Resolution Rates

First contact resolution (FCR) is one of the most important metrics in service desk performance — and one of the most overlooked. High FCR means your users are getting answers faster, your team is working more efficiently, and your backlog isn’t growing.

Boost FCR by:

• Empowering frontline agents with access to up-to-date documentation.
• Routing issues to the right team the first time using service desk automation.
• Creating modular training plans focused on common issues and solutions.

With TOPdesk workflows, you can guide agents through step-by-step processes, connect them to the relevant knowledge base articles, and ensure nothing gets missed.

3. Build and maintain a powerful knowledge base

A smart knowledge base helps agents and empowers users to help themselves.

Key strategies include:

• Encouraging service desk staff to document resolutions as they go.
• Regularly reviewing and updating articles based on usage and feedback.
• Promoting visibility of the knowledge base in both the agent interface and the self-service portal.

TOPdesk includes a knowledge base where you can create and maintain your knowledge articles. Better yet, it links those articles directly to incident categories and templates, making it easier for users and agents to find the information they need, fast.

4. Leverage a self-Service portal for empowered end users

A great self-service portal is intuitive, informative, and personalized.

To maximize impact:

• Allow users to log and track requests, find answers, and access commonly used services.
• Customize the experience with role-based access and relevant quick links.
• Use feedback forms to improve content and services over time.

TOPdesk offers a fully configurable self-service portal where users can handle basic tasks independently. This frees your team to focus on more complex, strategic issues and gives users the instant access they expect.

5. Automate the repetitive to focus on what matters

Service desk automation is a game-changer for efficiency. The more you automate routine processes, the more time your agents have for complex problem-solving and service improvement.

Examples of automation include:

• Ticket routing and categorization.
• SLA monitoring and escalation workflows.
• Auto-responses and status updates.

TOPdesk supports no-code automation through its intuitive workflow builder, allowing you to create scalable, repeatable processes with minimal effort. From password resets to onboarding workflows, it’s all customizable to your team’s needs.

6. Emphasize communication and soft skills

Tools and processes are essential, but your people still make the biggest impact. Soft skills like empathy, clear communication, and patience often determine how a support interaction is remembered.

To strengthen these:

• Provide ongoing training in customer service and active listening.
• Create scripts and templates for common responses without making them robotic.
• Celebrate positive user feedback to reinforce great behavior.

Combining soft skills with smart processes ensures your team isn’t just resolving tickets; they’re building trust.

7. Use real-time reporting and continuous feedback loops

To truly understand how to improve service desk performance, you need real-time visibility into what’s working and what’s not.

Use reporting to:

• Track key metrics like response time, FCR, SLA breaches, and user satisfaction.
• Spot bottlenecks and underperforming workflows.
• Make data-driven decisions about staffing, training, or new service offerings.

TOPdesk offers customizable dashboards and reporting features that help teams monitor performance, identify trends, and make informed improvements. These insights can be fed back into regular team meetings or used to refine processes over time.

How TOPdesk workflows turn best practices into reality

TOPdesk ITSM software is a launchpad for better operations. Our TOPdesk workflows help IT teams implement all the above ITSM best practices quickly, with minimal overhead.

With TOPdesk, you get:

• Guided implementations tailored to your organization’s needs.
• No-code configuration tools for SLAs, categories, automation, and portals.
• Local support from experts who understand your challenges and goals.

Whether you’re just getting started or looking to optimize a mature ITSM setup, we’re here to help you scale with confidence.

Key Takeaways

• The difference between an average and a high-performing service desk comes down to consistent execution of proven strategies, from streamlined processes to human-centric support.
• Service desk best practices include setting clear SLAs, maximizing first contact resolution, leveraging a robust knowledge base, and offering a well-designed self-service portal.
• Soft skills, cross-team collaboration, and real-time reporting are often overlooked but critical to long-term success.
• With configurable TOPdesk workflows and built-in service desk automation, your team can implement ITSM best practices quickly and at scale without coding or complexity.

Next steps: Bringing it all together

Ready to take your service desk from functional to exceptional?

Start by:

1. Auditing your current SLAs, FCR rates, and knowledge base usage.
2. Identifying opportunities for service desk automation and self-service.
3. Rolling out or refining your self-service portal.
4. Empowering your agents with the right tools and training.
5. Partnering with a platform that supports every step of the journey.

With the right approach and the right platform, you can elevate your team’s performance, improve user satisfaction, and future-proof your IT operations.

Explore TOPdesk ITSM software today to see how our service desk platform can support your team’s growth, streamline service delivery, and bring best practices to life.