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3 Ways to Minimize Disruption When Deploying a New Service Desk

06/03/2014 by: The SunView Team

Avoiding an IT service desk upgrade because the deployment is so complex is not unusual. Establishing a service desk setup can be an incredibly complex and difficult process that involves tightly integrating the service management modules into the broad IT infrastructure and changing end-user processes to align with service desk capabilities. In many cases, the costs and complexity involved in service desk investments are so great that businesses would rather deal with a solution that is not working well than an upgrade.

Some modern service desk solutions are being designed specifically to resolve this deployment challenge, and these options are changing the face of the industry. Businesses are facing escalating technology challenges as new trends and innovative solutions change how they need to operate with considerable frequency. As such, modern service desks that ease upgrade challenges are critical to meet business demands.

A few ways that the right solutions can minimize disruption are:

1. Invest in specific modules first
Installing a new service desk used to be a matter of buying everything you wanted and trying to figure out how you're going to get it all to work. Instead, modern service desk models let you invest in the specific modules you need first, get them running well with a relatively simple deployment process and create stability with minimal disruption. Identifying core modules - which could range from incident and problem management to change and release-focused tools, gives you insight into exactly what you needs and gives you a much more controllable project to work with.

Evaluating your service desk needs and identifying the modules you need to get started can simplify the entire upgrade process and make it less intimidating. Furthermore, this strategy makes it easier to get end users onboard with the plan and lets you make the major parts of the service desk upgrade as quickly as possible, accelerating value creation.

2. Have a long-range plan
Simplifying your initial investment with core modules doesn't mean skimping on secondary features, it means creating a strategic map that will make the initial investment easier. Once you know which modules you need to get installed first, it is important to create a clear pathway for how you want to move forward based on the business' IT plans. A clear long-range plan makes it easier to improve the service desk sequentially though gradual, iterative upgrades that are more manageable and do not disrupt ongoing operations. As such, starting with core modules and gradually expanding establishes a quality service desk framework quickly while also ensuring consistent improvements.

3. Make sure your software is flexible
The idea of a rapid service desk upgrade followed by gradual service management improvements sounds nice on the surface, but legacy IT service desk solutions are built around extremely rigid software design. Because of this, any change or upgrade involves tearing down what is already in place. This is where some leading modern solutions are becoming more important. Instead of delivering extremely large, complex and unwieldy service desks, some providers are beginning to build their platform around gradual improvements as new modules are added over time. These systems deliver incredible value by letting you control the pace of service desk innovation, minimize disruption and avoid having system elements become shelfware.

New service desk investments can be intimidating and have a major impact on business operations. Organizations can overcome these issues by taking a more iterative approach to investing in new solutions. Going module by module through the solutions you need lets you add to your service desk as you need it and avoid having to purchase and deploy everything all at once.

| IT Service Management