Any IT service management strategy will eventually leave support employees with a virtual workspace where they will complete various tasks and manage project workflows. Having good IT service desk tools is key to helping users leverage their virtual workspace effectively, and balance is critical in this area. On one hand, you want to equip users with dashboard features, workflow management solutions and other tools that help them get the job done effectively, but you also need to make sure you don't cram the ITSM suite with so many bells and whistles that users get distracted.
The need for balance is key, so let's look at five ways that you can use different ITSM tools to maximize the ITSM workspace.
1. Figure out what tools workers really need
Internal evaluation can be difficult because it requires a balance of top down analysis and an understanding of what problems workers are facing in the trenches. That said, effective collaboration between managers and support staff can go a long way toward finding the right tools to meet user demands without getting in their way. Through this process, it is important to make sure that the service desk solution you choose has the flexibility to offer different bundled toolsets and find the right solutions for different users.
2. Are you using superfluous tools?
Besides looking at the different tools you want, you should also analyze what you are already doing. Are your workers ignoring tools that are at their disposal because they aren't really useful? Do you have ITSM tools that are great for some user personas, but useless for others? Looking closely at the various IT service desk tools that are already in users' hands and understanding which ones are needed and which can be disposed of, can go a long way toward maximizing efficiency.
3. Put some time into the dashboard
The dashboard plays an integral role in how users interact with the service management suite. Taking time to focus on user personas and invest in strategic tools that help users work from the dashboard efficiently is essential. Ideally, a dashboard will tell different users everything they need to know and give them easy access to perform different tasks. However, it is easy, when trying to deliver this functionality, to end up putting too many tools in a user's hand. Focusing on the dashboard for a while can help you maximize the value of service desk tools.
4. Streamline the workspace
Getting into the nuts and bolts of the service desk is key, as the tools that users leverage to actually handle incidents, problem and change requests will have a huge impact on operations. You can't afford to have people trying to find a specific tool and having to scroll through various options because there are too many tools present. Refine the user workspace by putting the most important tools in accessible locations within the interface and getting unnecessary systems out of the way.
5. Introduce intelligent search
Let's face it, with every user having different needs and preferences, you aren't going to be able to have every tool at every worker's fingertips. What you can do, however, is make it easy for users to find tools and information that they need. Intelligent search functions play a key role in helping service desk employees quickly find tools that are required, whether it is for a one-time project or if they want to experiment with new ways to get the job done.
The tools that users leverage to work within the service desk can play a key role in how well they operate. Putting an ITSM strategy in place that features the right tools, in the right places, serves as a key efficiency enabler.