Not every IT setup is a well-crafted, mature configuration noted for its efficiency and ability to create value in an organization. Sadly, some service desk professionals end up having to work with IT setups that are in the adolescence of the maturity cycle and dealing with all kinds of awkward growing pains. It's even harder if you are working in a startup or small organization with an IT setup that is in its infancy. They say parents have it tough staying up late with toddlers, but service desk professionals know that an immature IT setup can be really difficult to deal with, as they often behave in unpredictable and expensive ways.
What may be worse is that you may feel alone, like there isn't much out there to help you deal with a less mature IT setup. After all, those advanced service desk solutions are really only in place for large organizations with lots of users and a giant configuration. If you deploy such solutions, they'll just end up as shelfware for five years until you can start using some of it.
That may have been the case in the past, which is why it's fair to perceive service management strategies as the exclusive solution for the enterprise. This is changing, though, and some IT service desk makers are creating modern solutions that can start simple and scale with your organization as the IT configuration matures. As such, there are a few ways you can use the service desk to deal with an immature IT setup:
If your IT setup is immature, you're probably using emails or SharePoint to take service requests. Maybe you need a good, elegant help desk and not a fully-fledged service desk at this point. Perhaps the idea of an ITSM configuration is such a distant idea that you can't imagine it happening. That doesn't mean that service management best practices should not have a place in your IT setup. Instead, it means you should choose a solution that is capable of starting at your level and being adjusted over time based on your needs.
2. Incident management
Your email or SharePoint solution may work most days, but there are probably other times when the emails keep coming in and you have no way to prioritize them, track which have been handled and make sure issues are dealt with as efficiently as possible. A simple, elegant service desk can function with a small enough footprint to work easily within a small, immature IT setup, but give you the functionality you need to deal with incidents more effectively.
Investing in a core service desk system like incident management can help you deal with user concerns quickly and efficiently, freeing you to devote more of your time on the small, incremental improvements that will help you drive IT maturity.
3. Better ticketing
Imagine if you could have all of your service requests automatically organized based on the factors important to your needs. If at one point you need to see which ones are most recent, you can sort accordingly. If you need to sort requests based on their complexity or the applications they interact with, you can do that too. Either way, you end up with much greater visibility into service requests because your ticketing solution gives you the information you need to quickly assess issues.
If you have an immature IT setup you may be tired of the unpredictability and struggles to get through each day. Good IT help desk or service desk solutions can help you get the control you need to become a better parent of your young IT setup and help guide it toward a brighter future.