It seems like the IT department plodded along at about the same pace for decades, and wham! In comes smartphones, BYOD policies, the cloud, and the Internet of Things. A lot has changed at the old IT service desk in a short period of time. How can you keep your service current and up to date? Here are your steps for success.
1. Develop a Means for Managing BYOD
If your company allows BYOD, you need a means for managing it. This includes a robust asset management system, as well as security measures to keep systems secure with mobile devices. Also, be aware of shadow IT. Your users are most likely downloading and using software and applications that you aren’t monitoring or are even aware of. A good software asset management tool can help you get hold of these issues.
2. Conduct Regular Customer Surveys
Your customers are the best place to find out where you need to focus efforts to update. Use customer surveys to find out how they do business, what technologies they depend on to get things done, and what IT services they use. This will help you update your service catalog and provide the assistance users most need. Also, it will help you identify any services that are no longer needed and can be phased out, saving resources.
3. Automate the Most Frequent Jobs
When you analyze your help desk tickets, you will discover that many of the tickets involve the same requests. Typically, help desk workers spend lots of time on repetitive tasks like password recovery, password changes, removing software from computers or devices, and other such jobs. Upgrade to help desk software that allows you to automate these redundant activities to free help desk workers for more essential tasks.
4. Update the ITSM Software
If your ITSM software is more than a few years old, it’s likely not cutting the mustard in this era of mobile devices and other innovations. Upgrade to software that allows you to automate more of your services, to add in asset management for your crucial IT assets like hardware and software, and features security measures that are necessary as hacking and malware becomes more prevalent.
5. Update Your Service Catalog Regularly
As you go through this list, you’ll probably identify new services that you need to add, as well as old services that are no longer needed. Update the service catalog to reflect these changes. It’s also a good idea to freshen the look of the service catalog, as users today are accustomed to sleek, friendly interfaces and easily digested information.