How do you ensure service desk continuity and resilience in case of disruptions or disasters?

1 Assess your risks and impacts

The first step to ensure service desk continuity and resilience is to identify and evaluate the potential risks and impacts that could affect your service desk operations. You need to consider both internal and external factors, such as your infrastructure, your staff, your suppliers, your customers, and your regulatory environment. You also need to estimate the likelihood and severity of each risk, and the consequences for your service quality, availability, security, and reputation. This will help you prioritize your actions and allocate your resources accordingly.

2 Define your objectives and strategies

The next step is to define your objectives and strategies for service desk continuity and resilience. You need to establish what level of service you want to maintain or restore in case of a disruption or disaster, and how long it will take to achieve it. You also need to determine how you will achieve it, such as by using alternative locations, devices, networks, or channels. You should align your objectives and strategies with your business goals, your customer expectations, and your service level agreements.

3 Implement your plans and procedures

The third step is to implement your plans and procedures for service desk continuity and resilience. You need to document and communicate your plans and procedures to your staff, your suppliers, your customers, and your stakeholders. You also need to provide the necessary tools, training, and support to your staff to enable them to perform their roles and responsibilities effectively and efficiently. You should test and review your plans and procedures regularly to ensure they are up to date and fit for purpose.

4 Monitor and improve your performance

The final step is to monitor and improve your performance for service desk continuity and resilience. You need to collect and analyze data and feedback from your staff, your customers, and your stakeholders to measure your performance against your objectives and strategies. You also need to identify and implement improvements and corrective actions to address any gaps or issues that may arise. You should continuously learn from your experiences and best practices to enhance your service desk continuity and resilience capabilities.