Some organizations provide special handling for IT problems that originate in executive suites. These services may include things beyond what the IT service desk usually provides, like configuring smartphones, setting up video conferencing on demand, installing work-at-home networks, and the like.
Executive / VIP services may also include things like quicker response times, automatic prioritization of requests, and not making higher ups use self service portals. Sometimes, those at the top of the company org chart request this without providing the capital to add services. No problem, right? Actually, if you have superior IT service desk software, offering executive / VIP service is often doable with the resources you have.
Why Executive and VIP Service Desk Support Is Becoming More Common
In some organizations, frankly, if the CEO isn’t happy, nobody is happy. By the time someone submits a service desk ticket for him or her, there’s already an urgent problem. The requirement that your executives have access to uninterrupted productivity, connectivity, and security goes without saying, so it’s important that your IT service desk make this happen as much as possible. For a lot of VIPs, information technology is a tool, and one that should work at all times.
More often than not, executives aren’t going to open a manual or log onto the self service portal when there’s a problem, and they aren’t going to be happy about standing in line with all the other grunts to get an IT problem fixed. That’s why more organizations are implementing executive / VIP support as part of the IT service desk.
Advantages of Adding Executive / VIP Support
An angry executive can disrupt far more people’s workdays than an angry graphic designer. Get your executives’ problems fixed quickly and you can go about the rest of your work without it hanging over your head. Plus, when executives are pleased with the service they get from the IT service desk, they’re more likely to be amenable to things like increasing IT staff when IT demands grow.
Disadvantages of Adding Executive / VIP Support
Expect complaints (probably anonymous ones) if your IT service desk implements executive / VIP IT support. You will probably be accused of everything from “putting on airs” to having substandard personal hygiene. And to be honest, some people may have a point. If an engineer with a broken workstation can’t meet her design deadline because suddenly the Vice President for Group Planning needs his new iPhone configured, you may have to use every ounce of diplomacy you possess to keep everyone satisfied.
Make It Clear from the Outset Who Is Covered
If you choose to add executive / VIP service to your IT service desk, it is critical that you define exactly who qualifies and who does not. Be thorough and think through all possible scenarios. Remember that if your CEO’s assistant’s PC is on the blink, she’s not the only one affected. The CEO may furious that she’s going to miss her 3 p.m. tee-off time because her assistant can’t print a report. The top level of employees not included in executive / VIP service will likely feel cheated, but you simply have to draw the line somewhere, or the whole concept will be meaningless.
Consider Having One Point of Contact and a Backup
Providing a dedicated employee (or team of employees, depending on the size of your company) as the point of contact for executive / VIP service is a sound approach. Not only will this person (or team) build a working relationship with higher ups, making future VIP service missions smoother, the rest of the company won’t feel as if the entire IT service desk will abandon them if the executive suite has a problem. Your executive / VIP point of contact should be someone who is professional, polished, and has the ability to work well under pressure.
Another thing you must consider if you want to implement executive / VIP service is that the quality of your IT service desk software can make or break this concept. At Samanage, we provide the ultimate in SaaS service desk software that’s powerful, intuitive, configurable, and that plays nicely with other enterprise software. If your service desk software falls short, you’ll not only fail your executives, but you’ll make solving the IT problems of the rest of the workforce harder than it has to be.