Global Service Desk Management Office holds strategic off-site

by Joseph Conrad 
Customer Outreach & Support Branch
January 25, 2022 

Global Service Desk Management Office (GSDMO) held a senior leadership off-site the week of Dec. 7 to discuss strategic objectives to perfect operations and enhance the customer experience.

The effort assessed the organization’s maturity level and standardized staff career development plans.

With transparency in mind, Rich Forsht, GSDMO chief, outlined upcoming changes that would impact how GSD is organized and how it will grow into the future.

Forsht’s vision focuses heavily on customer and agent-facing knowledge management with the evolution to one-click fixes that enables self-healing, thus enhancing the customer experience.

The team assessed GSD’s Strengths, Weaknesses, Opportunities and Threats (SWOT) that highlighted where GSD needs to focus in calendar year ‘22. The team discussed internal, external, current and future factors that impact GSD. Using the SWOT analysis as a guide, the following items were discussed:

• DISA's comprehensive workforce development programs such as shadowing/rotational opportunities, career ladder program, professional development training, education, mentoring, etc.
• Evolution of GSD culture and how it operates
• Enabling standardization of common processes and functions to create efficiencies
• Create a robust and sharable knowledge base for customer, agents and technicians
• Emphasis on resolving common IT issues via our next level IT Service Management now provided by Service Now, ITSM+ one-click fixes, proactive self-healing
• First Contact Resolution (FCR) Initiative
• GSD leadership need for transparency to the GSD workforce

The off-site enhanced peer communication, fostered team synergy, standardized common efforts, and produced actionable initiatives to posture GSD into CY22 and beyond.