12 Day Countdown to Christmas Service Management

12 Day Countdown to Christmas Service Management

The Christmas decorations are glittering, the smell of mulled wine is filling the air and the halls are decked with boughs of holly. Christmas is most certainly nearly here, so don’t forget about your Service Desk over the holidays. Follow our guide to the 12 days of Christmas Service Management to fully prepare for the festive season…

 

On the first day of Christmas
My Service Desk said to me…

1) Don’t forget your password!

 

On the second day of Christmas,
My Service Desk said to me…

2) Don’t forget to take backups of your software
1) Don’t forget your password!

 

On the third day of Christmas,
My Service Desk said to me…

3) Inform your colleagues of any planned changes or updates in the business
2) Don’t forget to take backups of your software
1) Don’t forget your password!

 

On the fourth day of Christmas,
My Service Desk said to me…

4) Plan for your 2015 Service Level Agreements
3) Inform your colleagues of any planned changes or updates in the business
2) Don’t forget to take backups of your software
1) Don’t forget your password!

 

On the fifth day of Christmas,
My Service Desk said to me…

5) Communicate your company opening hours to customers over the festive period
4) Plan for your 2015 Service Level Agreements
3) Inform your colleagues of any planned changes or updates in the business
2) Don’t forget to take backups of your software
1) Don’t forget your password!

 

On the sixth day of Christmas,
My Service Desk said to me…

6) Keep it fun! Keep the morale and motivation high when working during the holidays by considering the growing concept of gamification which rewards and recognises your support team
5) Communicate your company opening hours to customers over the festive period
4) Plan for your 2015 Service Level Agreements
3) Inform your colleagues of any planned changes or updates in the business
2) Don’t forget to take backups of your software
1) Don’t forget your password!

 

On the seventh day of Christmas,
My Service Desk said to me…

7) Use this time to evaluate how you currently work – don’t reinvent the wheel – take advantage of best practice ITIL processes
6) Keep it fun! Keep the morale and motivation high when working during the holidays by considering the growing concept of gamification which rewards and recognises your support team
5) Communicate your company opening hours to customers over the festive period
4) Plan for your 2015 Service Level Agreements
3) Inform your colleagues of any planned changes or updates in the business
2) Don’t forget to take backups of your software
1) Don’t forget your password!

 

On the eighth day of Christmas,
My Service Desk said to me…

8) What about Self-Service? Reduce call volumes by allowing customers to self-resolve incidents through utilising knowledge articles. Self-Service also allows incidents to be raised out of hours and dealt with first thing the next working day.
7) Use this time to evaluate how you currently work – don’t reinvent the wheel – take advantage of best practice ITIL processes
6) Keep it fun! Keep the morale and motivation high when working during the holidays by considering the growing concept of gamification which rewards and recognises your support team
5) Communicate your company opening hours to customers over the festive period
4) Plan for your 2015 Service Level Agreements
3) Inform your colleagues of any planned changes or updates in the business
2) Don’t forget to take backups of your software
1) Don’t forget your password!

 

On the ninth day of Christmas,
My Service Desk said to me…

9) Prioritise Incidents and ensure you tackle the P1 and P2 Incidents first
8) What about Self-Service? Reduce call volumes by allowing customers to self-resolve incidents through utilising knowledge articles. Self-Service also allows incidents to be raised out of hours and dealt with first thing the next working day.
7) Use this time to evaluate how you currently work – don’t reinvent the wheel – take advantage of best practice ITIL processes
6) Keep it fun! Keep the morale and motivation high when working during the holidays by considering the growing concept of gamification which rewards and recognises your support team
5) Communicate your company opening hours to customers over the festive period
4) Plan for your 2015 Service Level Agreements
3) Inform your colleagues of any planned changes or updates in the business
2) Don’t forget to take backups of your software
1) Don’t forget your password!

 

On the tenth day of Christmas,
My Service Desk said to me…

10) Plan for any upgrades – take advantage of the quiet period by applying your upgrades now
9) Prioritise Incidents and ensure you tackle the P1 and P2 Incidents first
8) What about Self-Service? Reduce call volumes by allowing customers to self-resolve incidents through utilising knowledge articles. Self-Service also allows incidents to be raised out of hours and dealt with first thing the next working day.
7) Use this time to evaluate how you currently work – don’t reinvent the wheel – take advantage of best practice ITIL processes
6) Keep it fun! Keep the morale and motivation high when working during the holidays by considering the growing concept of gamification which rewards and recognises your support team
5) Communicate your company opening hours to customers over the festive period
4) Plan for your 2015 Service Level Agreements
3) Inform your colleagues of any planned changes or updates in the business
2) Don’t forget to take backups of your software
1) Don’t forget your password!

 

On the eleventh day of Christmas,
My Service Desk said to me…

11) Don’t forget to utilise your own knowledge base to save time closing incidents over the holidays
10) Plan for any upgrades – take advantage of the quiet period by applying your upgrades now
9) Prioritise Incidents and ensure you tackle the P1 and P2 Incidents first
8) What about Self-Service? Reduce call volumes by allowing customers to self-resolve incidents through utilising knowledge articles. Self-Service also allows incidents to be raised out of hours and dealt with first thing the next working day.
7) Use this time to evaluate how you currently work – don’t reinvent the wheel – take advantage of best practice ITIL processes
6) Keep it fun! Keep the morale and motivation high when working during the holidays by considering the growing concept of gamification which rewards and recognises your support team
5) Communicate your company opening hours to customers over the festive period
4) Plan for your 2015 Service Level Agreements
3) Inform your colleagues of any planned changes or updates in the business
2) Don’t forget to take backups of your software
1) Don’t forget your password!

 

On the twelfth day of Christmas,
My Service Desk said to me…

12) What about Social Media? – With customers out of the office on mobile devices consider allowing incidents and feedback to be logged via Social Media during the holidays
11) Don’t forget to utilise your own knowledge base to save time closing incidents over the holidays
10) Plan for any upgrades – take advantage of the quiet period by applying your upgrades now
9) Prioritise Incidents and ensure you tackle the P1 and P2 Incidents first
8) What about Self-Service? Reduce call volumes by allowing customers to self-resolve incidents through utilising knowledge articles. Self-Service also allows incidents to be raised out of hours and dealt with first thing the next working day.
7) Use this time to evaluate how you currently work – don’t reinvent the wheel – take advantage of best practice ITIL processes
6) Keep it fun! Keep the morale and motivation high when working during the holidays by considering the growing concept of gamification which rewards and recognises your support team
5) Communicate your company opening hours to customers over the festive period
4) Plan for your 2015 Service Level Agreements
3) Inform your colleagues of any planned changes or updates in the business
2) Don’t forget to take backups of your software
1) Don’t forget your password!

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