Dear Bob ...
Congratulate me -- or offer me your condolences. I've just been promoted to service desk manager to fix a situation that's seriously broken.
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It's your fault, too. We have a new CIO who's a big fan of yours. The company brought her in to "fix IT" (an open secret), which the rest of the company pretty much sneers at and does their best to bypass whenever possible.
She told me one of your pieces of advice is that the service desk is where the IT/business relationship lives and dies. My job is to "reanimate dead tissue" (to quote "Young Frankenstein"): to take a service desk everyone in the company calls the "helpless desk" and make it the top-of-mind destination for everyone in the company whenever anything goes wrong.
Since you're the one who got me into this mess, I figure you owe me some advice on how to clean it up.
Now what do I do, oh great guru of my new boss?
Dear Floundering ...
This is easy! Just buy the ITIL manual that covers the service desk, adopt its recommended practices, and everything will be glorious.
Actually, it won't. Though there's nothing wrong with ITIL's account of how a service desk should run, it's -- to borrow a line -- insufficiently right.
What ITIL will do for you is outline processes to follow for incident management (something happens) and problem management (the same something happens over and over again). The problem you'll face if you were to start with ITIL -- or any process-driven approach to the challenge -- is that adding a layer of process on top of an already broken relationship will give you an instant reputation for being a bureaucrat. In other words, it will make a bad situation worse.
Instead, start with the people. Talk with everyone on your team who interacts with business users on a regular basis, whether it's on the phone, face to face, through remote-control sessions, or what have you. These should be casual conversations, not interviews or formal one-on-one discussions. What you're trying to find out is who among them does and doesn't enjoy technology, just because it's very, very cool.