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4 Reasons Why Line-of-Business Processes Are Crucial to the Success of the Service Desk

04/21/2015 by: The SunView Team

Integrating IT and business processes is becoming more important than ever as organizations become dependent on technology resources to complete a wide array of tasks. This movement is happening in sectors like human resources, where digital records management and employee engagement strategies are becoming prominent. It is also evident in accounting, where advanced digital tools are rising, sales, where field workers are using robust technology processes to get the job done and a variety of other business departments. The reality is that technology and business are more intertwined than ever, and organizations need an IT service desk that can help them keep up with new challenges.

Modern service desk solutions feature line-of-business process modules that allow non-IT users to take advantage of service desk features to interact with technology systems. These capabilities are becoming more important when it comes to maximizing the value of the service desk. Here are four reasons why:

1. Holistic Automation
Service desk tools can be used to automate repeatable processes, and for a long time, this functionality existed behind the wall of the support team. For example, an HR worker who wanted to set up a company email account and service login credentials for a new worker had to send a ticket to the service desk, and the support team would initiate the automation scripts that establish those accounts. Integrating line-of-business process management functionality in the service desk lets HR teams complete those tasks on their own, making it much easier for more users to take advantage of automation.

2. Customizable Workflows
Every organization is different, as is each business unit within a company. However, formalizing and standardizing processes and workflows is important for maximizing efficiency. Bringing service desk tools outside of the support teams allows business units to structure their custom workflows more intuitively, maximizing efficiency without sacrificing the ability to fine tune operations at any time.

3. Centralize Support
The service desk team doesn't just get tech-related requests for assistance. They often run into problems that require collaboration with different business units, and have to manually separate all of these request types. Integrating line-of-business functionality into your service desk puts all of these processes under a common umbrella, making it easier to segregate different service request types.

Service Desk Replacement Guide

4. Maximize Value
Business-IT integration is key to delivering value through technology investments, and getting your different employees using a common platform for key management and support tasks can deliver value across organizational boundaries.

Line-of-business process modules are an emerging component of modern service desks, but they are the kind of solution that is becoming key as business requirements change.

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