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Why IT Should Focus on Service Desk 'User Friendliness' for the Sake of Change Management

02/23/2016 by: The SunView Team

If a company hopes to transform change tickets into actual updates for their software quickly, the IT department must be ready to move the moment a request reaches its service desk.

However, before change tickets are drawn up and developers start cooking up responsive code, IT service management suites have already done a significant amount of legwork to strengthen the change process. Whether it be customers, coworkers or CABs interacting with a company's service desk and creating change requests, the portal should, like all other pertinent operations, enhance the capabilities and value of the rest of the change management process.

A service desk's "user-friendliness" plays an increasingly crucial role as the speed of change accelerates and software service providers strive to make every upgrade more comprehensive than the last. The quality of a user's experience with the service desk establishes how often the portal will be utilized and, ultimately, how a given service desk can positively impact enterprise IT operations. Let's look a couple reasons why an ITSM suite's alignment with user expectations matters to the long-term success of change management strategies and IT as a whole.

Centralizing Change Management Streamlines Request Management
Starting from a broad perspective, enterprise change management entails how companies collect and interact with new information, as well as execute business intelligence based on what they find while combing through incoming data. A service desk acts as a hub where all change originates. That said, businesses may have other customer support channels open at the same time, spreading themselves thin in an operational sense while also creating undue risk.

For one reason or another, these avenues may not be equal in the eyes of an enterprise IT team, and while developers and IT operations experts may show preferential treatment to the main service desk, that doesn't mean helpful data and impactful change can't come from elsewhere. Ironing out the kinks in a service desk's appearance and functionality keeps users communicating through a single channel rather than seeking out alternatives. In turn, change requests retain analogous formatting and receive equal attention unless prioritized for emergency reasons.

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Automated Service Operations Audit Incoming Request for Faster Turnaround
Not every change request leads to actual change. For even a modestly sized organization, examining change potential, documenting and responding to every single request would require an incredibly agile workforce. Enterprise IT teams should place stock in any service management feature that places customer requests through a veritable wringer capable of differentiating between incidents and recurring problems, as well as automating user responses.

Forrester found self-service features help as many as 6 in every 10 customers communicating with the service desk. Without automation, these requests would need to be handled manually, which is both cost- and time-intensive to an industry where cost and time are hot commodities. Allowing service desk users to solve their own problems isn't avoiding work - doing so can solve a customer or coworker's issues faster and leave the most imperative change requests to the IT experts.

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