Believe it or not, IT service management tools are not all about IT. In fact, at their core they are about business users. Aligning IT and business functionality is among the greatest challenges facing contemporary organizations. IT complexity is rising, consumerization is emerging, mobile devices are changing technology expectations in the workplace and cybersecurity threats are downright frightening. All of these issues combine to create an environment in which business users are becoming more dependent on technology and IT teams need to be able to work closely with non-technical workers to make sure solutions create value.
The end result is an environment in which IT is present to serve the business and ITSM solutions function as the conduit for collaboration and support. This means that the service desk isn't just about helping IT improve processes, it is also about giving end users the best experience possible.
The growing importance of the business user is a big reason why we love line-of-business process modules. As business users become more comfortable with technology, it is time they start taking advantage of the tools IT uses to improve the way they handle their day-to-day processes. Line-of-business modules accomplish that. Three reasons why we especially love line-of-business process modules include:
1. More Efficient Operations
Line-of-business process modules can drive efficiency in a variety of ways, but lets consider a deployment within a facilities department as an example of these gains. Facilities teams have to complete a large number of tasks on a scheduled basis to maintain buildings. They must also keep their eyes out for damages, make repairs and handle a variety of requests ranging from setting up a room for a meeting to fixing a broken bathroom fixture.
This balancing act can be incredibly difficult to deal with using traditional scheduling tools, but a line-of-business process module within a service desk lets facilities use support tickets and other collaboration tools to effectively schedule operations, and communicate scheduling changes, with ease. The end result is a much more efficient operational climate in which tasks are effectively prioritized.
This efficiency doesn't exist for facilities teams alone. Departments like human resources, accounting and sales can all benefit from the scheduling and ticketing capabilities we discussed in a facilities context.
Take a moment and image the most repetitive, mundane thing you have to do at work - day in and day out. Imagine not having to handle that task ever again, take a deep breath, and feel the stress wash away. That's what a line-of-business process module can handle. Repeatable tasks and decisions can be automated through a combination of scripting and ticketing tools in line-of-business process modules, letting you escape the tedium of monotonous operations that can drain the energy from a work day.
Line-of-business process modules are built for specific purposes, but they can also be customized to meet the specific process workflows within an organization. This can prove invaluable as every business is a little different and each department within an organization may handle certain function in a slightly different way. Having the power to customize line-of-business processes can go a long way to maximizing the value of employees by making the best use of their time and helping them interact with technology in the most efficient way possible.
You may not naturally think of an IT service desk investment as something that may help accounting, facilities or human resources teams, but line-of-business modules take the advanced collaboration and notification tools and make them accessible for the entire organization. This not only improves processes on a department-by-department basis, it also makes it easier for non-technical employees to interact with IT and maximize the value of their technology investments.