Unified Communication and IT Service Management

IT service management and delivery

Ans(a) The IT related help desks is meant for helping the customers suffering or dealing with
troubles related to the product or service they have purchased from any company. The
experience handling with any executive of IT related help desk can lead to a good or bad one.
A good experience is the outcome of a help desk interaction when:
(a) The executive has proper knowledge himself of what he is supposed to answer in a
particular situation and how can he provide best solutions to the customer.
(b) He displays a caring attitude towards his customers while dealing with them over the call
or personally face-to-face.
(c) Handles the customer’s call without showing irritated behaviour.
(d) Maintains a record of complains made a customer previously, so that when the same
person calls again regarding the issue, the customer do not have to repeat the issue again.
A bad experience at the IT help desk is the result of the following:
(a) Lack of trained staff or executive at the desk handling the customer’s queries.
(b) The lack of feel of personal connectivity with the executive while explaining the issues
being suffered.
(c) Too much call transfer from one person to another.
(d) Improper communication skills of the executive while talking to the customer (Rayome,
2017).
The bad experience of the customers can be converted to good one in the next time if:
(a) The executives try to create a kind of emotional connect with their customer.
(b) The feedback of the customers is captured in real time and solutions are provided
instantly.
(c) Lesser number of call transfers is made (MacDonald, 2018).
Ans(b) A user support organization of IT is considered having good aspect when it follows the
following points:
 When the respect is given to all the users, members of the team and all the superiors, even if
the same is not reverted or reciprocated by them. This shows the knowledge and value of the

other person is acknowledged by the company. The tech team has to follow the complains
and issues of the user to make them believe that they are taken seriously and this helps in
building confidence of the user over the support team.
 The tech support team should be self-disciplined. They should follow the deadlines they give
to the users related their problems and adhere the same on timely manner.
 Prioritization of the tasks should be enabled to the tech support executives too. This enables
them to have knowledge of detailed information about the job of other employees in the
organization and hence take charge of the issues of users to assign them the time accordingly.
 A good organisation ensures that their executives and staff are committed and dedicated to
the work and are providing proper and timely solutions to the customers and the satisfaction
of the customer is attained by their service (Roberts, 2017).
The organisation knows they are working well if they receive positive feedback from the
customers and the customers are satisfied with their service.
The measurement of performance of the organisation is done with the use of different key
performance measurement metrics such as ticketing volume trends, wait time and response time
and the resolution of the problem time (Zendesk, 2017).
Ans(c) From the above mentioned criteria of the IT help desk, the service level performance of
these organisations can be related to most of the issues are:
Response time & wait time: The service of the help desk are mostly dependent on the time
taken by the executives to respond to the users call and the time they take to respond to the
queries of the customer. The wait time is the time that the executives takes at time to transfer the
calls of the customer to some other authorities and also to confirm complains lodged by the
customers previously.
Resolution time: The criteria of issue resolution time are also one of the measurement of service
level performance. The level of service of an organisation’s help desk depends on the time it
takes to resolve the issues of its customers and revert them the solutions. If the customers are
happy with the service and the time taken for the same, they feel satisfied with the help desk
service and also recommend other users (Zendesk, 2017).

Ans(d) Unified Communication (UC) means the incorporation of communication services like
presence information voice, instant messaging and the real-time enterprise.
Multiple bundles of technologies that are provided by many vendors are created by Unified
Communications. This is helpful in saving money, productivity improvement and simplification
of the communication process.
The advantages provided due to centralisation of support services by UC are:
 The sharing of files and process of communication within the organisation can be enhanced
with the use of centralised service support done by UC through the collaboration
improvement.
 Due to centralisation of the support service by the UC the customers tends to get more
response to their issues relating to products or services of any organisation.
 With the centralisation of the support services the increment in the productivity of the
services and products and enhanced positive feedbacks from the customers can be observed.
 Centralisation of the support services have led to reduction in the cost of travel of the
business which were adding up to a lot of costs formerly.
 Scalability can be observed through the centralised cloud service support of the organisations
which can be managed more efficiently.
 When the organisation have centralised support service provision, it can have latest
equipment for providing better services to the customers.
 The range of services is also increased with the centralisation of support services in the
organisation.
 It leads to effective management of the communications within the organisation and helps in
creation of better working atmosphere.
 The transparency of the location of staff of the organisation is increased which leads to
betterment of work-life balance (Fielding, 2015).
These are few of the many benefits of centralisation of support services made by the UC.

References:
 Fielding, L. (2015). 7 Reasons to choose a Unified Communications Solution. Retrieved
from https://macquarietelecomgroup.com/news/7-reasons-businesses-choose-hosted-unified-
communications-solution/
 MacDonald, S. (2018). 7 Ways to Create a Customer Experience Strategy. Retrieved from
https://www.superoffice.com/blog/customer-experience-strategy/
 Rayome, A. (2017). 10 bad habits IT helpdesk professionals must break. Retrieved from
https://www.techrepublic.com/article/10-bad-habits-it-helpdesk-professionals-must-break/
 Roberts, B. (2017). 12 qualities of successful support techs. Retrieved from
https://www.techrepublic.com/article/12-qualities-of-successful-support-techs/
 Zendesk. (2017). Top 10 help desk metrics. Retrieved from
https://www.zendesk.com/resources/top-10-help-desk-metrics/