ITSM

Things That Merit Consideration During Service Desk Implementation

October 4, 2018

Things That Merit Consideration During Service Desk Implementation

 

3 Considerations During Service Desk Implementation

As technology continues to evolve and the range of solutions in the market continues to grow, the adoption of new technologies becomes more and more problematic. Ironically, as the field has become more diverse, the key to successful integration of new technologies has become simpler. The route to successful integration, now more than ever, lies in building and implementing a comprehensive and employee-focused service management strategy.  

Whenever you are in a position to engage in service desk implementation or upgrade your existing service desk solution, you are in a position to take advantage of the opportunity to both meet your employees’ needs and to drive their productivity.

When it comes time to upgrade service desk solutions, you have a relatively unique opportunity to meet employee needs across your organization while driving increased productivity.

1. Finding a Flexible Set of Solutions That Works Across Your Organization

Service desk implementation is not an inherently simple affair. It can be tempting to apply reductive thinking when working on IT service management solutions. It may also be tempting to employ traditional solutions for help desk ticketing system requirements and the many other tasks that go along with the management of incidents, mistakenly concentrating on what works for the IT department and forgetting about the rest of the organization.

Thankfully, as the processes that service desks have relied upon have become more simplified, employing better solutions that scale best practices across all of the departments of your organization has become not only possible, but necessary. Help desk ticketing system requirements do not require the type of hands-on management they once may have, allowing IT departments to find flexible sets of solutions that work across their organizations.

2. Find Employee-Focused Solutions

As a result, contemporary service desk implementation can be more tightly focused on finding employee-focused solutions that work throughout the entire organization. This is service management focused on serving the work needs of employees, regardless of the system or process being shared across what were once considered independent teams, or the traditional silos.   

These days, employees are expecting smarter solutions that work across departments. The days of a tailor-fit solution for every process in every department are, thankfully, behind us (for the most part). The drive toward sharing of resources across departments is in turn driving collaboration and innovation, all while streamlining workflow and processes throughout contemporary organizations.  

3. Using the Latest in Technology to Work for You

AI-directed experiences are no longer the exception, but a best practice. Employees have become reliant upon guidance through processes that may be less than intuitive. Service desk implementation that does not take full advantage of the latest AI tools and other contemporary technologies to assist in routing help desk ticketing, at the very least, is missing out. Machine learning needs to be a part of service desk best practices, and can do much of the heavy lifting that used to be handled by IT staff.    

Service Desk Implementation That Flows

Utilizing the latest in technology, and designing service desk solutions that are scalable and work across the various departments that make up your organization, has become the new standard. Finding employee-centered solutions is no longer an aspirational goal, but the norm.

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As a Product Manager, ITSM, Joseph works closely with product engineers and customers to ensure SolarWinds Service Desk meets both customer needs and market demands, including key product features like Live Chat. With more than a decade in the technology industry, Joseph’s previously worked with companies like Apple and Red Hat to provide customers globally with positive technical experiences.