Some organizations implement a sleek, efficient IT service management solution, and people start to think:
“Could such a service management system work for departments other than IT?”
The answer is yes. A smart, flexible IT service solution can be used in departments from payroll to HR and beyond. If you’re interested in using service desk technology throughout your organization, here are some ideas on how to do so.
Start With a Flexible IT Solution
If you have an IT service management solution that’s hardwired strictly for IT processes, you’ll have a harder time taking it beyond IT. Fortunately, there are solutions available that offer amazing flexibility as well as power to do what you want. Cloud-based solutions are generally preferable, because they don’t incur the time and up-front cost that’s required to roll out most on-site solutions, and you won’t have to worry about maintaining extra servers.
An IT solution that offers easy customization so you can get it just the way you want can be the perfect foundation for a service solution that can be adapted to the services provided by other departments in your organization.
Determine Which Services Would Work Well With a Ticketing Interface
You want to think about which departmental services lend themselves to a ticket-based interface. And you also want to be sure you choose a flexible IT service solution that allows end-users to interact in a variety of ways: through email (which some solutions can automatically convert into service tickets), social media, or a self-service portal, for example.
If your organization uses Google Apps, finding a solution that integrates with Google Apps can be a real time-saver and makes it even easier for end-users to start using it. Once they’re signed in to Google Apps, they’re automatically signed into your service solutions, so they don’t have to set up yet another username and password.
“Passwords must contain at least two Roman numerals, a limerick, and a line from Dr. Zhivago (in Russian).”
Here are a few ideas for departments that can benefit from a modified IT service management solution.
Fleet Vehicle Services
If employees have to call in or email to reserve a fleet vehicle, the process could go much more smoothly with an IT-like ticket-based process. Rather than calling up, leaving a voicemail, or sending an email and hoping it will be answered, employees can log into the self-service portal, or submit a ticket through Salesforce Chatter indicating when they need a vehicle, what type of vehicle they need, and for how long. Tickets can automatically be assigned to responsible parties, who can reserve a vehicle, and then close out the ticket, automatically letting the end-user know she has a reservation.
Whether you run a dormitory or an office building, things are always needing to be addressed. Suppose an overhead light on the third floor burns out, putting half the graphics department in the dark. Someone can submit a help ticket, and depending on how you have it set up, they could assign a priority level to it. The ticket is automatically routed to the proper person, who replaces a fluorescent tube, then closes out the ticket. Not only can problems get solved more efficiently, the system can automatically create a log of all problems fixed, so any necessary reporting can be done quickly and easily.
If an employee wants to put in for vacation, add a new baby to his insurance policy, or increase her 401K contribution, a ticket-based system can ensure that nobody’s request falls through the cracks. End-users can simply submit a ticket using a self-service portal, or an email to a designated address. The vacation request can automatically be routed to the person in charge of scheduling, while the insurance request can automatically go to your insurance person, and the 401K change request can automatically be routed to the person in charge of benefits. And again, all transactions are automatically logged for easy tracking and reporting.
There’s no reason for a powerful IT service management solution to be limited to use in just the IT department. In fact, many other departments can benefit from a streamlined ticketing-based interface. And if employees are used to requesting IT services through your solution, roll-out in other departments will involve much less pain and a much gentler learning curve. The benefits can include streamlined processes, employee requests that don’t fall through the cracks, money savings, and simplified data collection and reporting.
Samanage offers a flexible, cloud-based IT service management solution that has been successfully implemented beyond the IT department. If you’re looking for ways to streamline business processes and simplify things for both service personnel and end-users, maybe the first place to look is in your IT department.
About Greg Ghia
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