Customer Support Management Report: Performance and Strategies

This report delves into the critical aspects of customer support management, emphasizing the significance of efficient help desk and service desk operations for fostering strong customer relationships. It highlights the need for continuous performance improvement within these departments. The report explores two key areas: the examination of existing practices, including leveraging ITIL frameworks and service level management, and the implementation of self-service solutions. Self-service solutions are presented as a cost-effective strategy to reduce the workload of help desks. The report suggests that by assessing current practices and integrating self-service options, organizations can enhance customer service and optimize resource allocation. The references cited provide additional context to the strategies discussed.

Running head: CUSTOMER SUPPORT MANAGEMENT
Customer Support Management
Name of the student
Name of the University
Author note

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Question 1
Successful help desk or service desk management is a basic piece of giving great client
service and keeping up a decent client relationship. With this as a reason, there are not kidding
necessities of bettering the performance gave by help desks or service desks and their appropriate
management. It would help managers in obtaining bound together interior and outside
performance benefits. The thought is of making little strides towards enhancing service set up of
just beginning from the begin and after that to a great extent putting resources into the dynamic
strategy. However, relationship with purchasers confront issues at the season of making little
strides, as that influences the association to end up plainly more decided on the consolidation and
change as opposed to on the inevitable preferred standpoint - furnishing of clients with the best
client service and having the best type of association with them (Sparrow 2012). Two most
productive parts of a decent help desk or service desk management are examined underneath:
Inspecting of existing practices
Before assuming liability of any form of change endeavors, there is the need of
examining what is as of now being done inside the business that are related with the arrangement
of help inside the segments of help desk or service desk, customers and different divisions of the
association. Distinctively, it may happen that there exists effectively a few groups and divisions
that are assuming up the liability of exercises that are like this and there are probabilities that a
portion of the real practices are as of now arranged set up inside the association that can be
additionally advanced and acknowledged somewhere else (Krisanthi, Sukarsa & Bayupati,
2014). Like for instance, inside any product organization and their inner IT bolster, standards of
IT infrastructure library (ITIL) are now received, separating form which the client mind group

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could profit in a direct way from the ITIL technique for episodes, issues, discharge and change
management in shifted ranges like following product change, actualizing and following those
new products in the market for the clients (Ali, Soomro & Brohi, 2013). Reviews of the service
level management by dint of service foundation that is offered by the help desk or the service
desk and adjusting of the IT arrangements deliberately with the more extensive needs of the
business would likewise bolster.
Thought of self service solutions
Self service solutions are considered by many similar to the best solution on the off
chance that they are legitimately utilized inside the association. They contain the capacity of
being tremendously productive. They even present the benefits of introducing working out-of-
hours coverage that permits any worry the chance of being in consideration for being measured
to be taken care of on a priority premise the ensuing day. By and large, the information bases
could be recouped by the end user for settling their own particular issues. Looking from the
angle of help desk or service desk management, these forms of coverage could be confirm as
being tremendously financially savvy, symptomatically taking without end 33% of the brings
toward the primary line help desk or service desk – especially in regions, for example, call
updates and status checking. This circumstance affects enlistment and staffing levels, releasing
workforces in more innovative ranges inside concern resolution. As far as this exchange, at a
lower level, self-service can go about just like the best solution. It is amazingly crucial that
situational dangers like when the end users’ self-control tremendously specialized resolutions are
stayed away from (Jäntti, 2013).

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References
Ali, S. M., Soomro, T. R., & Brohi, M. N. (2013). Mapping information technology
infrastructure library with other information technology standards and best
practices. Journal of Computer Science, 9(9), 1190.
Krisanthi, G. T., Sukarsa, I. M., & Bayupati, P. A. (2014). Governance audit of application
procurement using COBIT framework. Journal of Theoretical and Applied Information
Technology, 59(2), 342-351.
Sparrow, E. (2012). Successful IT outsourcing: from choosing a provider to managing the
project. Springer Science & Business Media.
Jäntti, M. (2013, July). Exploring self-service support methods in IT service management.
In Service Systems and Service Management (ICSSSM), 2013 10th International
Conference on(pp. 179-184). IEEE.