While soft skills have a huge impact on optimizing service desks, a number of other critical elements are essential to fine-tuning support organizations into successful ones. high-performing teams. Because attention to detail is essential to maximizing long-term benefits and ROI, Flagship uses a holistic approach encompassing the entire organization, including for example: Human Resources: Failing teams often have weaknesses in staffing and people management that reduces performance and diminishes the customer experience. However, optimization projects that focus only on people ignore critical disincentives, which often manifest staffing issues or may be the root cause of other significant problems. For example, inadequate tools, such as service desk applications, prevent service representatives from performing their jobs, and these tools may not provide adequate information about improvement opportunities. Product quality: Even the best teams struggle to provide consistent support for poor quality products. . With a dual impact, customer satisfaction generally decreases with product quality and as competitive advantage diminishes. Defects and lack of features in supported products challenge even qualified service representatives. Tool quality: Similarly, inadequate tools that prevent teams from completing tasks always impact performance. CA Technologies Server Desk Manager 12.7, Interval International's primary service tool, is remarkably comprehensive, but also extremely complex and expensive. Even though SDM performs very well, customers as well as rating organizations, such as Gartner, often view SDM as uncompetitive. Offered as a package solution, customers complain that SDM is complex and expensive, especially when it comes to customizing...... middle of paper ......maintaining its service center and its high-performance teams.5. After finalizing the roadmap and architectures, Flagship will assist you in deploying the required improvements. No matter if those changes include creating real-time management dashboards, implementing systems, automating processes, exchanging tools, or reorganizing staff, our team will partner to ensure optimal results. These comprehensive steps verify that the study and its results generate a substantial return on investment and provide Interval International with an actionable program that is widely and easily adopted. Together, we will understand and eliminate each of the root causes of defects and waste that limit the team's ability to succeed, while avoiding preconceived and often erroneous ideas. Finally, this model produces lasting results supported by tools that avoid falling back into old habits..