Move fast and carry a big service desk weight? Why not move fast and carry a weight that has been designed to do exactly what you need, when you need it? Many IT service desk users find that all of the bells and whistles are not only expensive, but confusing. Ask yourself, ‘Do we really need 73 dependent drop downs for a light bulb change request right out of the box?’
Service desks grow for many reasons – sometimes direction comes down from the top, sometimes an employee has a good idea while sitting at a red light, sometimes another department comes to IT because they are looking to put out a fire. Whatever the reason, service desks grow both out and up. Service desks need to scale out to support other functional groups across the enterprise where it makes sense, including payroll, facilities, HR, or even procurement. Service desks scale up to facilitate more complex processes as adoption of the solution increases.
It’s kind of funny that scaling out requires a tool that is simple because let’s face it, IT is the nerd headquarters of the organization. Other departments employ the “real people”, right? They live normal people lives and aren’t up looking at server logs at 4am ( I wonder what that’s like?). That means that the “perfect” enterprise tool provides a clean, fast and simple UI that an ordinary person would want to work in.
Scaling up requires a tool that is flexible and can facilitate complex processes, from approvals to workflows, data gathering to change controls. Service desk solutions do this in a few ways. A solution with unlimited custom fields across X modules and in several data formats is important to scaling up. Put serious thought into what data you really need and how you present it to both your end user and your technicians. Your end user should be able to answer the right questions quickly, so you can do exactly what you need to do in your service desk.
As you search for an ITSM solution that has the right amount of agility for your business, put a lot of thought into what you are trying to solve for your users. Think about the data you need a user to give you during their first interaction with your team:
- What information do you need to make decisions and prevent back and forth emails?
- Yes/No checkbox?
- Multi picklist?
- Drop downs?
- User name?
Which fields should be required? Consider how any solution’s user experience has been thought out: Are your users clicking through too many pages to perform a common task? Where are bread crumbs? Is the right data presented in the right place? How is the scrolling? How is real estate used and does it make sense?
It’s critical to have a service desk that can grow with you, and in ways that you may not immediately anticipate. Your service desk should not weigh you down from day one, it should have the ability to scale with you and have the agility to benefit, not only IT, but the entire enterprise.
About Matt Cox
Matt leads the team of solutions consultants at Samanage. His team works with customers to create tailored technical solutions for specific business needs. He once went hang gliding off a cliff in Ecuador.
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