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The term SPOC refers to a Single Point of Contact support organization. This means that all IT issues, service requests, problems and incidents are first directed to the level 1 service desk to be logged in the ticketing system, and then either resolved at level 1 or dispatched to another source of support where the ticket can be resolved.

A SPOC service desk is not expected to resolve every ticket it logs. Rather, a SPOC service desk is a facilitator and coordinator of the entire end-user support process. They are responsible for resolving the tickets that can be resolved at level 1, and expeditiously dispatching tickets that cannot be resolved at level 1 to the most appropriate source of support. This could be desktop support, level 2 IT groups, the NOC, a vendor, or even specific individuals in the organization with unique expertise, say for a particular application in IT.

Finally, a SPOC monitors the progress of all open tickets, prompting action on tickets that appear to be stalled, and closing tickets that have been resolved satisfactorily. A SPOC service desk is ultimately responsible for ensuring that all tickets are resolved within the service levels that have been established for the organization. The value of SPOC is that it brings order, discipline, and consistency to the support process. Support organizations that follow a SPOC model typically have lower costs, and higher customer satisfaction that those that do not follow a SPOC process.

Key SPOC principles include:

The enterprise takes an end-to-end view of user support

Users/customers have single point of contact for all IT related incidents, problems, questions, and work requests

The Level 1 Service Desk is the SPOC

Desktop “drive-by’s”, “fly by’s”, and “snags” are strongly discouraged, as they violate the SPOC model, and drive up the Total Cost of Ownership for end-user support

MetricNet conducts Service Desk and Desktop Support Benchmarks for organizations worldwide. For more information, please visit our benchmarking store, or contact MetricNet.

You can register for MetricNet’s free webcast on Desktop Support Best Practices by visiting our webcast page.

Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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