Investing in an IT service management platform is an incredibly important choice, but there is no reason why a business should find itself crippled by decision-making pitfalls in the process. Instead, organizations that understand the importance of fit can free themselves to find the right platform for their current needs and flexibility for the future.
The challenges that come when choosing a new service desk often stem from the core issues that are forcing organizations to make an upgrade. Many large enterprises are mired in legacy service management solutions that are deeply ingrained in their processes, but inefficient, unwieldy and inflexible. Conversely, most smaller organizations have homegrown solutions that are unable to meet their operational needs, and require companies to take on a fresh start. Quick fixes are rarely a solution for business. As such, investing in the right service desk is critical for businesses.
Here are 3 steps to focus on when researching a service management solution that is the right size for your organization:
1. Identify Realistic Service Expectations
IT requirements are changing all the time as consumerization, cloud computing and other emerging technology trends take hold in a variety of sectors. Businesses that want to have the right service desk in place must carefully identify how these trends are impacting their operations and create realistic expectations about what IT service requirements look like at the moment, how they will evolve in the short term and how they will change over time.
Understanding service management needs is the first step to ensuring you do not end up with shelfware and that the solution you invest in will, at the least, be adequate for current requirements. Furthermore, having a solid projection of the future can help you ensure flexibility moving forward.
2. Pay Attention to Detail
It can be easy for organizations to look at the service desk as an either/or decision. Either you purchase a huge enterprise-class ITSM suite or you go with a bare-bones help desk. The reality is far from this expectation. The service management sector has evolved considerably in recent years and businesses now have an opportunity to enlist software that fits anywhere along the spectrum between basic help desks and advanced ITSM platforms.
This diversity is particularly valuable when companies partner with vendors that can single-handedly meet their needs across the entire life cycle. This can make finding a solution that is the ideal size much easier because it ensures companies can make strategic upgrades without having to rebuild the service desk.
The diversity now available in the service desk sector means that paying attention to small details is key. Which service desk modules are most valuable now? What is your path to upgrading? These types of secondary, nuanced questions can guide broad service management strategies and help you find the right solution for your specific needs without pigeonholing you into limitations moving forward.
3. Focus on Value, not Cost
You're going to have a budget and you shouldn't ignore that, but you should also make sure that you emphasize value over cost. If you want a solution that is the right size for your needs, focusing on the value the system gives you will provide a clear idea of whether it is worth the expense. A large, expensive solution that is going to deliver a major ROI is likely a solid fit. In the end, value defines whether a solution is the right size for your needs.
An effective service management investment can drive both short- and long-term IT efficiency in an organization by aligning technical processes with business needs. As such, an effective fit is integral to creating a return on investment.