{"id":29844,"date":"2024-11-14T09:00:20","date_gmt":"2024-11-14T09:00:20","guid":{"rendered":"https:\/\/www.topdesk.com\/en\/?p=29844"},"modified":"2025-06-04T09:27:42","modified_gmt":"2025-06-04T08:27:42","slug":"itsm-best-practices","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/en\/blog\/itsm-best-practices\/","title":{"rendered":"5 IT service management best practices for your service desk"},"content":{"rendered":"<p>Short for IT Service Management, <a href=\"https:\/\/www.topdesk.com\/en\/glossary\/what-is-itsm\/\">ITSM<\/a> is a set of systems and processes that organizations use to improve the way they manage IT services. ITSM focuses on aligning IT services with business goals and boosting customer satisfaction by making continuous improvements.<\/p>\n<h2>What are ITSM best practices and why do they matter?<\/h2>\n<p>An ITSM best practice is a recommendation on how to approach a task or process within ITSM. By definition, a best practice is more than just a gut feeling. ITSM best practices are based on experience, expert insights, or proven results.<\/p>\n<p>When improving ITSM within your organization, it\u2019s worth keeping best practices in mind for several reasons:<\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"29\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><strong>Efficiency<\/strong>: Best practices provide a blueprint for processes and tasks, so you don\u2019t have to start from scratch or waste time reinventing the wheel.<\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"29\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><strong>Compliance<\/strong>: ITSM best practices are often based on industry standards, so you can be sure you\u2019re meeting legal or regulatory requirements when it comes to IT.<\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"29\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><strong>Continuous improvement<\/strong>: Most ITSM best practices are created with the philosophy of continuous improvement in mind. By implementing or borrowing best practices, your IT department can keep strengthening your service delivery as you go. Successful ITSM implementation requires effective project management\u2014learn how to streamline your ITSM projects in this guide on <a href=\"https:\/\/www.topdesk.com\/en\/blog\/itsm-project-management\/\">ITSM project management<\/a>.<\/li>\n<\/ul>\n<p>Fun fact: At TOPdesk, we\u2019re such big fans of using ITSM best practices that even we coined a term for it: <a href=\"https:\/\/www.topdesk.com\/en\/blog\/what-is-best-practice-service-management\/\">Best Practice Service Management<\/a>, or BPSM for short. Check out our<a href=\"https:\/\/www.topdesk.com\/en\/e-books\/best-practice-service-management\/\"> guide to BPSM<\/a> here.<\/p>\n<p>In short, ITSM best practices make your IT services more reliable, secure, and efficient. ITSM best practices give your service desk a strong foundation for iterative improvement or experimentation.<\/p>\n<p>Whether you\u2019re new to the world of ITSM or you\u2019ve been working with it for years, here are 5 ITSM best practices that every service desk should be aware of:<\/p>\n<h2>1. Get a handle on your requests with Incident Management<\/h2>\n<p>Incident Management is a key <a href=\"https:\/\/www.topdesk.com\/en\/glossary\/what-is-itil\/\">ITIL (Information Technology Infrastructure Library)<\/a> process, which focuses on fixing disruptions so that your organization\u2019s operations can get back to normal as quickly as possible. For many IT departments, implementing Incident Management can be a first step towards delivering smoother, faster services.<\/p>\n<p>Here are a few of our top tips for great Incident Management:<\/p>\n<h4>Log everything, smarter<\/h4>\n<p>Make sure you register every incident in one tool, no matter how urgent. Recording incidents doesn\u2019t just make it easier to keep track of your requests \u2014 it can also provide crucial data for spotting trends and reporting on your service desk\u2019s performance down the line.<\/p>\n<p>With a clear overview of how your service desk is performing, you\u2019ll be able to make improvements based on data, rather than guesswork. Take the London School of Hygiene and Tropical Medicine, for instance. Their monthly reports give managers insights on incident volumes and which kinds of tasks their agents spend the most time and effort on, so they can take a more targeted approach to allocating resources.<\/p>\n<p>Curious about the <a href=\"https:\/\/www.topdesk.com\/en\/customer-stories\/lshtm\/\">London School of Hygiene &amp; Tropical Medicine\u2019s ITSM journey<\/a>? Check out the full story.<\/p>\n<h4>Invest in a knowledge base<\/h4>\n<p>Your <a href=\"https:\/\/www.topdesk.com\/en\/blog\/knowledge-management-best-practices\/\">knowledge base<\/a> is where your IT service desk\u2019s collective knowledge lives, organized and categorized. With the help of knowledge items, your service desk employees can quickly resolve incidents without having to ask for help. You can even make your knowledge base accessible to your end users, so they can find solutions to common issues themselves. As well as making end users more self-reliant, investing in Knowledge Management has been shown to cut <a href=\"https:\/\/www.topdesk.com\/en\/blog\/benefits-of-knowledge-management\/\">resolution times by up to 20%<\/a>.<\/p>\n<p>Make sure that your service desk employees are recording information in a knowledge base whenever they resolve a new kind of incident, so your team doesn\u2019t have to reinvent the wheel every time.<\/p>\n<p>Want to know more about the practical benefits of Knowledge Management? Find out how <a href=\"https:\/\/www.topdesk.com\/en\/customer-stories\/roots\/\">Roots saved their IT team time and money<\/a> by implementing a knowledge base.<\/p>\n<h4>Reduce your incoming incidents with Problem Management<\/h4>\n<p>While Incident Management is focused on addressing issues as and when they occur, Problem Management allows you to get to the root cause of your incidents. Think proactive rather than reactive. It&#8217;s definitely an investment of time and resources \u2014 but you\u2019ll save even more time and resources in the long run.<\/p>\n<p>Discover our <a href=\"https:\/\/www.topdesk.com\/en\/blog\/improve-problem-management\/\">5 Problem Management best practices<\/a> in this blog.<\/p>\n<h2>2. Use IT frameworks \u2014 but don\u2019t let them hold you back<\/h2>\n<p>Frameworks like ITIL make some helpful recommendations about IT service management. Your service desk should be closing calls on time, keeping communications consistent and making improvements based on customer feedback. These are great pillars to base your service delivery on. But to ensure ITIL works for your organization, you&#8217;ve got to be selective about which aspects of its guidelines you apply to your ITSM. Think about it: would it really be worth doubling your service desk&#8217;s workload for the sake of adhering to ITIL guidelines, for example?<\/p>\n<p>By taking a more <a href=\"https:\/\/www.topdesk.com\/en\/blog\/what-is-agile\/\">agile<\/a> approach and <a href=\"https:\/\/www.topdesk.com\/en\/blog\/itil-framework\/\">using ITIL as a framework rather than a set of rules<\/a>, you can make sure it works for the unique requirements of your organization \u2014 without wasting unnecessary time and resources trying to follow it to the letter.<\/p>\n<h2>3. Automate recurring tasks<\/h2>\n<p>Recurring tasks are the bane of every IT professional\u2019s existence. They take up a lot of time and effort, which could be spent on more rewarding, customer-focused work. According to a recent survey, <a href=\"https:\/\/hub.teamdynamix.com\/insights\/information-week-state-of-it-resource-drain-market-study\" target=\"_blank\" rel=\"noopener\">58% of organizations say their IT team spends more than 5 hours per week on recurring tasks<\/a> \u2014 that\u2019s more than 6.5 weeks per year. By <a href=\"https:\/\/www.topdesk.com\/en\/blog\/5-it-tasks-to-automate\/\">automating<\/a> simple, repetitive tasks like password resets, you won\u2019t just save your service desk employees a headache. You\u2019ll be saving a whole lot of time and money.<\/p>\n<p>Just look at Canadian university uOttowa. With the help of TOPdesk, they managed to set up automatic ticket routing, putting an end to email ping-pong between service departments. The tool also provided them with a straightforward way to automate simple, repetitive service requests. In doing so, they managed to clear over 45,000 tickets (and counting) with zero service desk intervention, giving agents the time to work proactively to make service improvements.<\/p>\n<p>Curious about how they did it? <a href=\"https:\/\/www.topdesk.com\/en\/customer-stories\/uottawa\/\">Read the full uOttowa story here to learn more.<\/a><\/p>\n<h2>4. Shift left and empower end users with self-service<\/h2>\n<p><a href=\"https:\/\/www.topdesk.com\/en\/blog\/benefits-of-shift-left\/\">Shifting left<\/a> is all about bringing your service desk\u2019s knowledge closer to your customers, to make them more self-reliant. With a <a href=\"https:\/\/www.topdesk.com\/en\/features\/self-service-portal\/\">Self-Service Portal (SSP)<\/a>, customers can log their own requests at any time, and check on the status of their request via the portal. And with a robust knowledge base at their fingertips, they can even find a solution to their issue without asking your service desk for help.<\/p>\n<h2>5. Start small and iterate<\/h2>\n<p>When it comes to ITSM, having the right mindset is key. Too many IT departments shy away from making adjustments to their services because they think that, if they make a change, they have to do it all perfectly, right away. It&#8217;s understandable \u2014 after all, making big changes can be scary. Not to mention costly.<\/p>\n<p>But the knock-on effect of this approach to change is inertia, which leads to a lack of innovation, which makes keeping up with customer expectations and changing business needs almost impossible.<\/p>\n<p>The solution? Start small. We recommend focusing on implementing the low-effort, high-impact changes first and going from there.<\/p>\n<p>In practice, this could look like trying out the first version of a solution with a test group and adjusting based on feedback, as <a href=\"https:\/\/www.topdesk.com\/en\/customer-stories\/college-boreal\/\">Coll\u00e8ge Bor\u00e9al<\/a> did with TOPdesk\u2019s Change Management module. They assembled a group of operators to act as end users requesting new cell phones. In doing so, they were able to test out the process, gather feedback, and make improvements along the way.<\/p>\n<p>By taking an iterative approach to ITSM, you remove the pressure to get it right the first time. This, in turn, makes it easier for your team to innovate, adapt to changing business needs, and keep up with technological advances.<\/p>\n<h2>Ready to put ITSM best practices into action?<\/h2>\n<p>When it comes to making improvements to your services, you want a service management tool that works with you, not against you. TOPdesk\u2019s ITSM tool is based on service management best practices, which means you can quickly create standard processes for the boring stuff, so your agents stop drowning in requests and start doing the work your end users will thank you for.<\/p>\n<p>Our solution is fully aligned with ITIL and supports <a href=\"https:\/\/www.topdesk.com\/en\/glossary\/what-is-incident-management\/\">Incident Management<\/a>, <a href=\"https:\/\/www.topdesk.com\/en\/blog\/itil-problem-management\/\">Problem Management<\/a>, <a href=\"https:\/\/www.topdesk.com\/en\/glossary\/what-is-it-change-management\/\">Change Management<\/a>, and more, so getting started with these processes couldn\u2019t be easier. And with advanced features to analyze and report on your service desk\u2019s performance, TOPdesk is the ideal solution for service desks who want to make continual service improvements.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Short for IT Service Management, ITSM is a set of systems and processes that organizations use to improve the way they manage IT services. ITSM focuses on aligning IT services with business goals and boosting customer satisfaction by making continuous improvements. What are ITSM best practices and why do they matter? An ITSM best practice<\/p>\n","protected":false},"author":370,"featured_media":30183,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-29844","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":28080,"blog_hubspot_cta_link":{"title":"Discover our software","url":"https:\/\/www.topdesk.com\/en\/products\/it-service-management-platform\/","target":""},"toc_display":"full","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>5 IT Service Management Best Practices for Service Desks<\/title>\n<meta name=\"description\" content=\"Is your service desk making the most of IT service management? 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