There was a great place to work
in a town far away,
where folks couldn’t wait to arrive every day.
They had smartphones and tablets and laptops, they say,
and employees went home with more than fair pay.
What was it called, this incredible place?
They called it Victory Incorporated,
the king of the space.
Those employees worked hard,
all through the day.
Service delivery —
“The Victory Way”
They sold their goods in cities far and wide,
with customers in Paris, New York, and Dubai.
With all of their tools, they were never denied.
They stacked money so high, as high as the sky.
Victory took home a huge slice of the pie…
But a funny thing happened
in the digital age.
Those tools — they broke down,
leaving employees enraged.
So what did they do?
What would anyone do,
when their video conferencing call won’t go through?
They called down to IT and said,
“Fix it in time!
It’s the end of the month,
and this deal’s on the line!”
Little by little,
those requests filed in.
And that help desk team —
their heads started to spin.
“Password reset,” dozens all said.
“My smartphone battery is already dead.”
“How do I turn on the speaker in here?”
“I spilled on my laptop. It’s broken, I fear.”
That help desk team,
well, they tried their best.
But repetitive tickets
are a difficult test.
The phone lines were jammed. People waited on hold.
One guy sat there a week, the poor soul!
Those emails and spreadsheets got out of control,
and service delivery paid a steep toll.
Employees got mad when their tools didn’t work.
They stormed down to IT, and some went berserk.
Try as they might, IT couldn’t keep pace.
They had the wrong service solution in place.
Victory lost deals, and employees were down.
Without the right tools, they couldn’t turn it around.
For the very first time since it’d been built,
Victory’s business had started to wilt.
Some workers quit.
They’d had enough.
Waiting too long for solutions is tough.
When HR replaced them, they discovered more flaws.
This time, employee onboarding the cause.
Without any workflows or automated rules,
they just couldn’t prepare them with all the right tools.
Between paperwork, setup, and training retreats,
the entire process took more than four weeks.
Those new hires were upset from the start.
They struggled to perform even though they were smart.
The outlook was grim, and execs braced for doom.
It was hard to imagine success would resume.
But just before Victory was ready to fold,
Their IT Director did something quite bold…
It was a regular Tuesday, middle of fall
He sat at his desk, banging his head on the wall.
He had spent so much time answering emails and calls
it’s a wonder he ever resolved a ticket at all.
So that IT Director, he sat and he thunk,
“My legacy solution really is junk.
Incident queues piled high as the sky…
All of these users — they all wonder why…”
Maybe it wasn’t the fault of his staff.
After all, each of them worked for time-and-a-half.
Maybe it was time for a different approach–
to try a new platform; not a new coach.
So he opened up Google, and what did he find?
“The most reviewed, and highest rated,” as it was defined.
The perfect solution to get service streamlined.
Time to leave the legacy vendor behind.
He called up Samanage, asked, “what do you think?
Can you remove our service desk stink?”
“As a matter of fact, you’ve called the right team.
Time for Victory Inc to start swimming downstream!”
The implementation was fast — faster than fast.
Fast as a cheetah in a hundred yard dash.
Victory Inc had a solution at last.
The ticket queues shrunk, the problems debunked,
and incident management was no longer a flunk.
That IT Director, though merely a mortal,
collected info up front in the employee service portal.
Without emails and helplines, devices got fixed.
The problems that delayed all the work – they were nixed.
Employees now had one place they could go
to view all their tickets and updates would show.
With every request came a fair SLA.
No longer would users just sit there and pray.
They pinned service delivery down to the day.
Slowly but surely, IT’s service improved,
and the rest of the leaders were all very moved.
The HR Director called up and asked,
“How do you deliver at exactly the hour?”
“It’s the workflows, of course, that give us the power.
We build them up front to collect what we need,
and assign all the tasks, once we’ve all agreed.”
“But how do you know when a task is for you?”
“It shows up in your queue;
that’s what automations do!”
HR was in, and soon finance was too.
There were workflows for everyone, before they were through.
Last but not least,
for those repetitive things,
one click for solutions,
the knowledge base brings.
And it wasn’t only for help desk staff.
But self-service for tickets, in fact, almost half.
Employees could simply type into the search,
and find those solutions, with little research.
Fast forward a year, Victory’s business is booming.
And that IT Director? His career is now blooming.
The turnaround was so fast, it left many guessing,
“What is the key to their business progressing?”
But ask any Victory employee, what’s the advantage?
The answer is simple:
“We run service through Samanage.”
About Chris McManus
Chris McManus is a Marketing Manager with a variety of media and creative content experience. He works with SolarWinds Service Desk customers on case studies, webinars, and spotlight videos.
Read more articles by Chris