While what they work with is different, the day-to-day needs of facilities and IT teams aren't necessarily all that distinct. Both groups need to interact with physical equipment, they must find a way to balance day-to-day maintenance with responding to both urgent and secondary repairs or fixes and they need to coordinate scheduling across a team of workers with different skills. This commonality creates an environment in which organizations can apply many of the same process management principles that they use for IT to their facilities team.
Businesses that are running an ITIL-based IT service management system can use the process optimization tools included in the solution to support their facilities teams.
Three compelling reasons to enact such measures include:
1. Improve Task Documentation
Let's face it, trying to create a formalized way to have people submit service requests to facilities teams is difficult. It's more likely that somebody will run into a maintenance worker and tell him or her that a light bulb is out than they will fill out a service request. However, IT service desk solutions feature easy-to-fill-out support tickets, making it easier for users to get a hold of facilities workers. Furthermore, these tools can be made accessible on mobile devices, allowing facilities workers to quickly record tickets when workers report problems and avoid having any issues fall to the wayside.
2. Ease Scheduling Burdens
Managing the various tasks that facilities teams have to deal with can be immensely difficult, particularly as new projects and repairs are constantly being added to the to-do list. A formalized scheduling solution that integrates with service request platforms can prove an incredibly useful tool in streamlining scheduling and easing the balancing act that facilities managers must perform each day.
Advanced scheduling features are particularly beneficial because organizations don't just need to deal with the issue of when to handle tasks, but where they need to be. Repairing a chair in a conference room, for example, can't be done when meetings are happening. As such, facilities scheduling needs to integrate with other aspects of how the organization operates.
3. Automate Documentation
Tracking what tasks have been performed and when can be onerous for maintenance workers, but the same tools that document IT processes can be used to automatically track what facilities teams have accomplished. This can prove integral when organizations have facility elements for access control and other security needs that are highly regulated.
IT service management tools are becoming more important as companies become more dependent on technology, but these tools can also be applied to facility operations to help companies improve operational efficiency.