Choosing the right IT service desk for your business' needs used to be incredibly difficult. Implementing a new solution was the kind of commitment that could leave you tossing and turning at night. Integrating the service desk into the IT configuration, uploading all of the modules you plan to use, troubleshooting everything, training staff and getting everything running could take months or even years. And if you made the mistake of purchasing a system that was too big for your needs, you face the added issue of having some solution components become shelfware.
Those days are behind us. Modern service desk solutions are built to be easier to install, manage and upgrade based on changing demands. This completely changes the decision-making process, but it still isn't easy. Modern service desks create more potential for a return on investment by making sophisticated modules more accessible. As such, modern service desks decisions aren't as much about avoiding shelfware as they are about avoiding lost value through a poor selection.
With so much potential value at stake with the service desk, here are three key issues to keep in mind when making your choice:
1. What's it Take to Scale Up?
Adding new modules to improve your IT service management capabilities is an extremely important component of any service desk investment. Solutions are increasingly built with flexibility in mind, making it much easier for organizations to scale upward as their needs change. Finding success in this area hinges on preparing in advance and understanding how the different support modules in the service desk align with your organization's projected needs. Knowing the technical issues that will force you to scale upward is key, but it is also important to understand the point when your organizational needs will make it valuable to add new functionality.
2. How is the Service Desk Delivered?
It is still possible to get a traditional, premises-based service desk system that requires a complex installation, but many organizations are turning to cloud-based IT service desk solutions that are more flexible and easier to implement. Beyond ease of use, these solutions allow for easier remote access. Giving support team members the ability to perform critical actions like handling tickets, approving changes and updating the CMDB from any location can make it easier to avoid project delays and ensure operations run smoothly on a day-to-day basis.
3. What Kind of Analytics are Available?
Big data is on the rise, and while you probably aren't working close to the scale of big data in your service desk, there is no reason why you can't unleash the power of analytics to improve operations. Business intelligence tools are becoming available as a built-in part of modern service desk solutions. BI platforms enable service desk managers to access key metrics pertaining to various components of the service desk. They also offer visualization tools and similar solutions that make it much easier to create effective reports and put the data gathered about the service desk to use.
Any service desk investment is an important decision that could dictate how business and IT teams interact for a long time. Making a good choice is easier than ever because IT service management tools are more flexible than ever, but you still need to carefully analyze options on the market to make sure you get the best system for your needs.