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You Can Replace the Tool, But not the Service Desk

02/06/2012 by: The SunView Team

If optimism serves us well, economies around the world are getting closer to pulling themselves out of the hole they have been living in for a number of years. That is not to say we are over the roughest part, but more a comment on what appears to be a positive outlook. In short, we hit the bottom of the whole, can see the light shining from the top, and have some good ideas on how to get up to the ledge that will help us towards improvement.

As this momentum increases, and provided still unstable economies (we're keeping an eye on you Greece) don't drag us back in, there is going to be a lot of change in the job market. It's quite possible, that after a long hiatus, employees will once again have an upper hand as they become a scarce resource - especially those that have managed to be employed through the economic crisis. Even in areas like software development, or other highly skilled IT roles, where jobs have still been fairly abundant, there is a risk for attrition.

The reason for this is that employees, previously fearing a foul economic outlook may be encouraged by positive news in the media, and in turn, will begin looking for higher wages or better benefits. In fact, a recent statistic estimated that 21 million Americans will change job in 2012. That is great news for employees, and reason to worry for employers, but why?

The simple answer is that many employees are tired of the same old thing. This holds true for your Service Desk as well. Making matters worse, the best employees, your star service representatives and technical experts, the ones that you would most like to retain, will be one of the first to go. They'll likely leave with the hope that things will be better where they are going. The feeling that incident volume will be lower or the promise of a new and efficient ITSM tool are just small things that will help coax your brightest and best into the desk of another.

Of course, employees can be replaced, and that is a common attitude - one that has served fairly well during this economy. However, this exodus also means that lessons learned in your organization will be taken to the next. All the time spent training these employees and the experience they have gained will be lost, and then realized at a competing business. There is a way to change this though. By engaging your employees, including them in process improvement, and ensuring they see ongoing progress you will make a case that the grass may not be as green on the other side.
 
Sure, wages and benefits, like time off, will always be factors any employee evaluates. However, employees have a vested interest in the time they have spent with you, and the good ones want to see that through. Use this as an opportunity to find out what your employees feel they need to exceed. Capture their ideas for improvement, and start a project to improve IT Service Management in your organization. If you are looking for a place to start, we've include five questions below that will help get communication started.
 
5 Questions You Should Ask Your Service Desk Team
  1. What are five things you would change about our Service Desk?
  2. How satisfied are you with the current tools you use for supporting customers?
  3. Do you have all the tools you need to perform your job? If not, what's missing?
  4. What part of our Service Desk could use the most improvement?
  5. Which processes could we improve, and which one would you start with?
In addition to the conversation, be sure to check out our Free ITSM Solution Guide. We've found that a number of organizations pushing through the economic challenges (past, present, and future) have ignored updating their ITSM solution for a number of years. Quick ROI in the form of reduced cost and more efficient employees are often byproducts of a new tool and process improvements. The guide will walk you through fifty questions you should ask when evaluating a new tool.
 
50 Questions for Building ITSM Requirements
 
Image: Flickr | zzpza
 

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