Recently I have been working on writing a set of practices for taking the IT Help Desk to the next level. Well, actually it's about fixing what's broken and reworking the people, processes and technology components in order to be a great, service-oriented help desk with happy customers and happy, motivated employees. And yes, it is possible to have it all.

At any rate, I read this blog entry by Tim Heuer recently, and it illustrates well the common problem with IT support processes. Read and weep.

When you read something like that and both laugh and cringe (mostly cringe in my case), it makes you think.

ITIL, COBIT, and everything else standards-based aside, there's a whole slew of internal motivations and behaviors common to IT organizations and customers, yet not really addressed by standards, that can make or break the success of your service desk and organization. Having processes and checklists in place is great, but what makes for a really great IT organization? What makes someone a great help desk customer?

You never get perfect (on either side of the desk). But you can run a practice that is measurably successful and does more than maintain status quo (not always a good thing, by the way) and just get the job done.

What are some of your help desk stories, good or bad? What have you seen that works? For all that is decent and tactful, please don't disclose your employers, any people or specific teams here (or they'll be deleted). But some illustrations would be great. Just be nice. :)