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Managing the IT Services Process (Computer Weekly Professional)

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I wrote this book because IT is changing. It is becoming more
service-oriented and talking with increasing sincerity in terms
of ‘customers’ of IT. Ten years ago that sort of thinking would
have been rare, but now it is commonplace.

It is safe to say that the vanguard of the new service ethos in IT
was the helpdesk. I feel I have to admit my bias here, having
been in user support for the better part of a quarter of a century,
but I do not recall any other part of IT wearing sackcloth and
ashes for most of the 1990s because it felt so guilty about its failure
to provide adequate customer service. Alone in IT, it was
the helpdesk that insisted on and acquired purpose-built software
tools to better control its service process. The Helpdesk
Institute, Helpdesk User Group (as was) and other professional
bodies came to the fore and bleated persistently about the
urgent necessity to improve service management.

Then in 2001, that striving reached a new maturity. Here in
the UK, the once-defunct helpdesk show in London was reborn
and took the theme of ‘all roads lead to the helpdesk’. This was
an industry-wide recognition of the view of the helpdesk as the
point of access for all IT services within the corporation. The
service culture, once the premise of the helpdesk alone, had
spread across the whole of IT.
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