Great IT service management delivery depends not just on having IT help desk software that empowers your team to solve problems, but also on workplace activities and underlying conditions that you may take for granted.
Sometimes you have to step back and look at the bigger picture, understand where threats to your IT service management may originate, recognize them early, and deal with them in a proactive manner.
By doing so, you make IT service management more efficient and help your IT help desk team excel every day. Here are 4 threats to IT service management you might be overlooking.
1. Insufficient Bandwidth for Cloud Applications
Organizations have been migrating an increasing number of applications to the cloud in recent years. This can be a tremendous convenience, and can be a cost saver in many situations. However, if your telecommunications solution can’t deliver the bandwidth your organization needs to avoid bottlenecks and slowdowns, you could lose out on many of the benefits of the cloud (including the benefits of cloud help desk software). Bandwidth needs should be evaluated regularly, and any time a major process is moved to the cloud, bandwidth should be part of the discussion – both with your organization’s management and with the cloud provider.
2. Exclusion of IT From Departmental IT Purchases
One unintended side effect of the explosion of cloud applications is that it’s sometimes too easy for individuals and departments to subscribe to cloud apps without notifying IT. Not only can this be a serious security risk, it can be a burden on your organization’s bandwidth. Furthermore, should integration of those apps with other software become desirable or necessary, IT will be tasked with taking care of it. And if that’s not possible, IT will shoulder the blame. Keeping IT in the loop for all hardware and software purchases is essential to continuing to provide outstanding IT service management.
3. Resignation of a Key Staff Member
When an IT staffer is let go due to cutbacks or other reasons, management can make necessary preparations for that person’s work to be redistributed or for a replacement to be hired. But when, say, a key IT service desk staffer takes an opportunity elsewhere, they could take a wealth of knowledge with them. One way to preemptively minimize this risk is to use IT help desk software with integrated knowledge base features that allow those who work on the IT help desk to share solutions as they are developed. That way, the effort of coming up with a solution isn’t duplicated when a similar issue arises.
4. Security Breaches Originating Inside Your Organization
Naturally, your organization has strong security measures in place to prevent attacks from the outside, but what about problems that originate from within? Forrester says that more than one-third of breaches stem from inadvertent data misuse by employees. Moreover, less than half of the workforce on average receives training on how to maintain security at work. Careful hiring and regular continued training help, as do policies like “dual control,” where high security data areas always have at least two IT staffers assigned.
How the Right Help Desk Software Prevents Problems
Your choice in help desk software can enable better awareness and control over threats to great IT service management delivery. For one thing, great help desk software is a primary driver of excellence in IT service management delivery. Additionally, help desk software with built-in risk detection features and integrated IT asset management help the IT team monitor conditions and respond quickly.