The IT service desk is proving an integral tool for technology leaders trying to deliver business value. Solutions like incident, problem and change management can position service desk teams to optimize workflows, respond to tickets as effectively as possible and make sure business users get the support they need in a timely manner. As such, having a functional, efficient help desk or service desk is key. However, it can be easy for organizations to get complacent with a solution that is getting the job done and neglect the opportunities that come with more advanced and mature solutions.
There are plenty of reasons why IT leaders should strive to continually improve their service desk capabilities, but a few stand out above the rest:
1. Technology Needs are Changing at a Rapid Pace
Enterprise IT departments have historically been tightly controlled, creating a situation in which IT managers could easily anticipate and respond to change because they took complete ownership of the services used by a business. The consumerization of IT movement is shifting this direct control away from technology leaders and putting it in the hands of business managers. IT is then tasked with responding to changes and providing overarching strategic guidance. The end result of this new IT landscape is a situation in which IT teams need to respond to change more effectively, and with greater frequency. Advanced service management functions become critical in this situation.
2. Connecting Solutions Across Disparate Environments
The rise of cloud computing, virtualization and IT outsourcing plans has left many technology leaders needing to align change, incident and problem management across a variety environments. This can contribute to an increase in the number of tickets organizations must handle, the volume of changes that need to be managed and increased release management complexity. Some of these challenges are only beginning to emerge, but IT teams that want to get ahead of their competitors may need to invest in advanced service management systems soon.
3. Understanding Day-to-Day Challenges
Reporting is becoming more important across enterprise IT departments, as understanding the precise operational requirements facing employees is integral to optimizing service efficiency. Organizations with multiple branch locations and different service desks supporting various regions need to make sure they have the right number of people working at different offices. Balancing workloads and employee distribution plans across different parts of the service desk is integral to maximizing efficiency, making reporting critical.
Similarly, metric data like key performance indicators can help IT leaders identify problems with the service desk strategy and incidents that are happening too frequently. All of this information can be integral in maximizing operations and positioning companies to maximize service efficiency.
4. Introducing Transparency Into the Configuration
Effective change management increasingly depends on businesses being able to fully understand their entire configuration and how different components relate to one another. Organizations that invest in CMDB systems can not only track all of their configuration items effectively, they can also gain a clear understanding of how any proposed change will impact other aspects of the IT setup. The end result is a situation in which companies can streamline change processes and more effectively manage operations across disparate technological environments. This functionality is becoming incredibly important as more companies are tasked with supporting a wide range of end-user devices and applications running in physical, virtual and cloud environments.
Service management maturity is integral to operational success in IT departments. Businesses are becoming more dependent on technology all the time, making efficient day-to-day processes necessary to generate a return on investment.