Скачать или смотреть Service Desk Master Classs|ch 1.5 Structuring Your Service Desk for Success

In Chapter 1.5 Masterclass, I, Supreeth, take you inside the "engine room" of IT Support. After discussing the Watermelon Effect in our last session, it’s time to look at how a Service Desk is actually built. There is no "one size fits all" approach—your structure must match your company’s size, budget, and global footprint.
​[What You Will Learn]
In this audio session, we break down the four core organizational models and the "Super Group" hybrid approach:
​Local Service Desk: The benefits of face-to-face support and local culture.
​Centralized Service Desk: How to achieve cost-efficiency and consistency from a single location.
​Virtual Service Desk: Leveraging remote talent while maintaining a unified team.
​Follow-the-Sun: Achieving 24/7 coverage without the burnout of night shifts.
​The Hybrid Approach: Why a central core with local "champions" is often the winning strategy.
​[Key Takeaway]
As a future manager, you need to understand why your organization chose its current model and whether it's truly working for your users.