The IT service desk isn't limited to supporting your technology teams. Generally speaking, organizations use their service desk to support IT because technology processes are incredibly complex, require specialized knowledge and often impact end users. As such, having a support team with dedicated tools is key to maintaining efficient operations through advanced scheduling, ticketing and collaboration features. However, many business units are becoming more dependent on technology, and the growing complexity of enterprise operations is making the service desk a valuable tool outside of the IT department.
Modern IT service desk solutions increasingly feature line-of-business process modules that let you take ticketing, scheduling and similar features beyond the IT department to streamline process in other parts of the business. However, applying service desk functions outside of IT operations can be daunting for users who are not comfortable with standard practices and procedures when using the technology. This isn't a roadblock to deploying line-of-business modules, but it is something you should keep in mind when embarking on such a strategy. Following these three steps can help you get your non-tech users ready to use service desk functions:
1. Understand Pain Points
You don't want the introduction of line-of-business service desk functions to look like a top-down initiative. At that point, it just comes across as another new thing that the higher ups want people to learn, adding more complexity to their day. Furthermore, this negative feeling at the outset of the plan can quickly derail the project if even small issues come up with users down the line.
You need to make sure your business teams understand that the new service desk module is designed to make their life easier. This is only possible if you have a clear understanding of the pain points your users are facing, and you need more than just data to accomplish that. It helps to get users involved in the decision-making process so they have a stake in the new technology investment and truly understand that the focus is on solving their day-to-day problems.
2. Train Workers
Training is an underrated component of technology investments. The productivity losses that can come when first installing new software can be daunting because it will take workers time to get used to the solution. Proper training can assuage these concerns. This isn't just a matter of having a short meeting to run through how the software works. Give users an opportunity to work with the solution on a small scale, for example, to help them get an idea of how it will work when they use it on a regular basis, to help them get a clear idea of what it will be like to use the software before going all in.
3. Be Flexible
You need clear structure and standards for how you expect to use the software, but you should build some flexibility into these expectations. Deploying service desk solutions to support business functions can lead to major productivity gains, but you don't want to get locked into a situation where users are frustrated and you only have one process framework available as an option. Instead, build some flexibility into your deployment and process strategies to make sure employees don't feel trapped with a system that they perceive as not working.
Some resistance to change is normal when deploying any kind of technology in the enterprise. Line-of-business process modules, though capable of delivering incredible value, aren't immune to this resistance. Following these three steps will help you lay the groundwork for a smooth rollout and help you maximize productivity across your business units.