IT is the expert in delivering service, but why is this? Simply historical? Bottom line, it makes no sense, especially when today’s tools will allow IT to easily bring the rest of the organization into the world of continuous measurement and performance. So where does it begin? As IT, how do you start the conversation with other departments about integrating your solution into their team?
Here’s how to start the dialogue…
Over the last few years running lean has become crucial. Greater efficiency has become the unstated rule in every department. Do more with less is the typical response from the CFO. Once forced upon them, IT professionals are now embracing and taking full advantage of greater efficiencies. It’s now an opportunity to make you look good to higher ups, improve your chances for that promotion you’ve been wanting, not to mention it can be a great resume builder in the long run. Even if metrics or service levels aren’t monitored in departments outside of IT (or maybe just not as much) it can still be incredibly beneficial to go to your manager and say “I made something this much better, saving this much time, and saving the company this much money.
Sounds like a slam dunk for just about anyone, right? At Samanage, we sure think so. Now, being in IT you may already have the tools to do this and can look like a rock star within the confines of your own department, but why stop there? If you can not only improve efficiency for your own department but are able to get adoption from other departments then you suddenly have made a tremendous impact on the organization as a whole and become a thought leader and revolutionary, basically over night.
What better way to impress executives at your company than to find a way to save money…for a department you aren’t even in? If you build rapport with people in different departments at your organization and find out what they do day-to-day, it makes it easy to find areas for improvement. What tools do they use? What are the most common and repetitive processes? What kinds of requests do they get every day? Have they heard about how you’ve automated all of your requests and how they can too? Not only does this help them save money, you never know how they might be able to make your life easier or more efficient one day as well.
Getting multiple departments into the same system can also really increase the ROI from using that system to begin with. One system means fewer yearly maintenance costs, smaller implementation burdens, less resources for getting those systems implemented, fewer technical services expenses, fewer support costs, and certainly less headaches; all of which are dollar signs in the eyes of your C level team. And let’s not forget the productivity gains when all the end-users have only one place to go to get any service to requested.
There’s no better time to suggest an integrated, interdepartmental solution than when someone from another department comes to you for help. If you can automate who is a part of processes then it saves time, headaches, and it prevents Sally in HR from having to walk up 8 flights of stairs to let Facilities know that the elevator is broken.
Not only can interdepartmental collaboration increase efficiency, it can also improve employee morale. Employees tend to enjoy their job more when they don’t have to jump through hoops to get what they need and feel like other departments are “on their side”.
“Make Work Life Better”
All of the above reasons and more are great reasons to get your entire organization into one cohesive system. It can really improve efficiency, save your organization a ton of money, can improve employee satisfaction, and generally just makes work life better all around. While starting the conversation can seem a bit daunting, if you use situational awareness and listen to where friends at work are struggling or frustrated, it can make it so much easier to transition into that discussion.
At the end of the day, if you can help get everyone at your organization unified in one application, you then become an absolute rock star in the eyes of management and from there, the sky’s the limit.
If you are new to the enterprise-wide service desk, Samanage offers an easy to use, multi-tenant, cloud based application with robust workflow automations, ticketing, service level management, and real time benchmarking that you can access from anywhere with an internet connection.
About Oz Merchant
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