The first and most immediate interaction between your company and your customers will come at the service desk. In many organizations these positions are considered entry-level positions. While this may be true, given the importance of that first impression, it would be extremely valuable for your organization to consider a certification program for you helpdesk employees.

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The helpdesk is the face of your company to your customer. You require a dedicated and talented staff to deliver critical services that will define your company to the customer. Typically, these folks are educated and have great problem solving skills. They want to break into the IT technical field and typically the helpdesk job is the entry level position for those new IT techs.

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There is no formal rule about how often changes should be released. The important question is not how often changes are released but how well the change process is managed and controlled. Every organization comes to some balance between available resources to track and implement changes and change frequency. There is always a tension between those requesting changes and the ability of those who actually implement the change to do so in an orderly fashion. For example, if there’s only one technician available to perform software builds for the production environment, and there are hundreds of requests to process, it’s obvious that someone’s work will have to wait.

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