In this current landscape, user support processes are not exempt from review. This is where the concept of a high-performance service desk comes in. It refers to a service desk capable of absorbing increasing demand with minimal impact on response and resolution times and the cost per ticket.
When it comes to the cost of a ticket, the most expensive factor between opening and closing it is the time spent by the people involved in providing a solution. Thus, if we can contain and reduce the time spent by personnel, we can limit and even reduce the cost per ticket.
<\/p>\n\n\n\n
![\"\"](\"https:\/\/i0.wp.com\/emq.qck.mybluehost.me\/wp-content\/uploads\/2025\/04\/coveo-service-value-chain_9885493caaa7.png?resize=800%2C445&ssl=1\")
To make this possible, we now have technologies like artificial intelligence, scripting, portals, and other tools that facilitate the implementation of a high-performance service desk.<\/p>\n\n\n\n
First, we need to establish the conceptual model:\nThe cheapest ticket is the one that never reaches the service desk. Therefore, the first step is to bring the solution to the user (Shift-Left, a term coined by DevOps culture for early testing and resolution).<\/p>\n\n\n\n For this, we have tools like AI-based contextual agents and self-service portals with automated processes that provide solutions to requests.<\/p>\n\n\n\n From there, the user can also interact with a contextual agent to make inquiries. This agent can provide solutions based on information found in databases of similar previous tickets and procedure manuals.<\/p>\n\n\n\n Additionally, this solution can be complemented by second-line agents capable of managing escalations and automating processes through scripts, such as PowerShell.<\/p>\n\n\n\n Finally, if the user still needs to contact a technician, the technician will also have access to contextual agents that help them quickly find the solution with a lower margin of error.<\/p>\n\n\n\n Example of a Possible Implementation:\n(Graphic example taken from a Pink Elephant webinar on optimizing service desks)<\/p>\n\n\n\n With these types of implementations, service desks can not only remain a necessary and differentiating factor in business processes but also provide innovation, cost reduction, improved operational excellence, and serve as a model for other areas of the organization.<\/p>\n\n\n\n <\/p>\n\n\n\n <\/p>","protected":false},"excerpt":{"rendered":" Hoy en d\u00eda las mesas de servicios son un punto central para que las organizaciones brinden a sus usuarios el soporte inform\u00e1tico necesario. Son entidades que han evolucionado desde una necesidad anexa a ser parte integral de procesos de negocio. Las mesas de servicios han crecido ayudando a los usuarios a maximizar el uso de […]<\/p>\n","protected":false},"author":14,"featured_media":5473,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"nf_dc_page":"","_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[48],"tags":[],"class_list":["post-5466","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"acf":{"bajada":""},"yoast_head":"\n
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