ITIL (Information Technology Infrastructure Library) is a fantastic resource for anyone in the ITSM space and for teams providing internal or external services to customers. Updated in May 2019, ITIL v4 features a set of seven guiding principles that can help guide you in the design of your services and how you communicate with your customers.
In this article, we'll look at each of those principles and discuss how they can assist you with either setting up a Jira Service Desk portal for a new team or updating an existing portal.
ITIL v4 Guiding Principles
- Focus on value
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimize and automate
1. Focus on value
Your help desk portal is a place for customers to ask your team for help. How do you provide that? How do you generate your value?
Use your answers when setting up the request types your customers will see in the portal. Look at each request from the customers' point of view and decide if it solves a problem or generates value to them or their organization.
Another common mistake is setting up the request types to match the request metrics needed for reporting. You can handle metrics capture during triage and closing—don't place too much of your reporting burden on the customers by complicating their request types.
2. Start where you are
A common mistake for many service teams starting out with a tool like Jira Service Desk is trying to capture their entire catalog as request types. First, you're going to overwhelm the client with request types. Second, you're going to drive yourself and your team crazy trying to capture the one hundred different things you actually do.
Go back to the first guiding principle, and examine your service catalog to figure out where you provide the most value. Start with capturing those requests and hone in the quality of your service around them.
3. Progress iteratively with feedback
Once you've reached this stage, it's time to focus on value. Think about how you're going to keep improving your service.
One key item to think about is how you're going to acquire feedback about your services. Did you know that Jira Service Desk allows you to capture a rating from your customers after the ticket is resolved? You can use these ratings to establish a baseline for the quality of your service.
Beyond the JSD ratings, you can also collect more detailed feedback using questionnaires or focus groups. Invite your customers and their teams to sit down and talk about how they use your portal. Use the data you gather to improve on how you execute on the first guiding principle: focus on value.
4. Collaborate and promote visibility
Collaborate with your customers (see the point above) and other teams in your organization frequently. Chances are that they've faced some of the challenges your team faces and maybe even came up with solutions for them. By keeping the lines of communication open, you also improve the visibility of your team, service catalog, and Jira Service Desk portal—all to your benefit.
5. Think and work holistically
None of the work you and your team does exists in a vacuum. It likely involves existing business processes, depends on human interactions, and is enhanced--most of the time--by technology. Understanding how your service desk portal design contributes to, or detracts from, that model can make or break the service experience for your customers. Think about your portal's stakeholders—you, your team, your customers, your support team, your business sponsors—and how they interact with your portal and team.
6. Keep it simple and practical
If you've followed the points above while setting up your portal, you should easily satisfy this guiding principle. You've focused on value delivery, set up processes around continuous improvement, and established rapport with your stakeholders. You are well on your way to providing a great, long-lasting service experience for your customers!
7. Optimize and automate
When possible, optimize the customer experience for the users of your portal (simplify fields, review help text, audit the knowledge base) and automate common tasks (close stale tasks, remind users about pending approvals). This will save time for you and your customers by reducing administrative overhead.
Setting up a Jira Service Desk portal can be challenging. By following these guiding principles, you can make the experience much more enjoyable and provide greater value to your customers.