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Top 3 Signs that your IT Service Desk Needs an Upgrade

12/05/2013 by: The SunView Team

Service Desk, legacy system
 

Legacy IT solutions have their place. They can present organizations with incredible value, but that only happens when they are still getting the job done. When it comes to the IT service desk, some legacy solutions can be effective, but upgrades become necessary when an organization is spending too much to support and manage the solution. You probably can't afford to sacrifice functionality for too long to avoid an upgrade, so here are three of the top signs that your legacy service desk needs to be replaced.

1. You're spending too much to keep the system running
If you're spending heavily on consultants just to keep your legacy service desk running at acceptable levels, you are probably using a legacy system that is no longer equipped to perform adequately. Look, consultants can be a major asset in the service desk sector. A good expert can take a functional system and turn it into a fine-tuned system that maximizes value and operates at peak efficiency. A quality consultant can also take an obsolete IT help desk and refine the setup so a company can get by.

If you are using consultants for the first function, chances are you are getting great value. But if you are constantly bringing in specialists just to get your service desk functional, you are wasting money that would be better spent on a new service desk that can then be optimized.

2. You often run into operational roadblocks
Your service desk personnel need to be responsive and flexible when it comes to handling support tickets, performing change and managing their responsibilities within the IT configuration. A limited service desk can put roadblocks in the way of this functionality. For example, an engineer handling one step of a change should not hit functional barriers like not being able to identify what prior adjustments have been made. These types of service management roadblocks can severely limit productivity and leave workers without the knowledge or coordination to keep operations running smoothly.

Other barriers can come in the form of a service desk that forces personnel to spend the vast majority of time on tasks that can be automated. If you feel like your employees are often not having time to focus on key projects because they are too busy resetting passwords for users and handling other mundane tasks, it may be time for an upgrade.

3. Your service desk is holding back business teams
IT service management success hinges on aligning application and infrastructure resources with business requirements. Ideally, the service desk team will manage change and support user requests in a way that minimizes downtime and ensures technology does not get in the way of day-to-day operations. This often means resolving incidents as quickly as possible, eliminating risk associated with change management processes and giving users access to self-help functionality.

A legacy service desk is often unable to perform those actions, but it may be able to get the job done to such a degree that it doesn't get in the way of business. This is where you're doing a balancing act. You must carefully evaluate your service desk on an ongoing basis to identify when it is simply limiting in unimportant ways and when it is getting in the way of business efficiency. Once it crosses into the negative, it is time to make an upgrade.

Moving to a new help desk or service desk can be disruptive. To avoid such disruption down the line, it may be worth considering a solution that has modules that can be added to, or subtracted from, the system without disruption. As such, you can more easily adapt to future demands while meeting current needs.

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