The IT service desk is moving away from its position as the office troubleshooters and into the realm of a joint partner in all business endeavors. Not only can IT help the business develop systems and processes that are effective for today’s business climate, tech is also a vital part of preparing the organization for the future. In this age of technological advancement, the future is always closer than you think.
IT and Business Need to Walk Hand-in-Hand
In order for the help desk to serve as a vital partner to the business, it has to be intimately involved in the business. IT needs to be aware of the business strategies, plans, and goals in order to acquire and utilize available technologies to further those goals. Too often, the service desk is isolated from the planning and business strategy meetings, and is only made aware of future goals after the fact. When tech is involved in the process from the decision-making phase forward, they can identify technologies to help meet those goals.
IT Can Identify Tech to Simplify the Business Processes
As new innovations work their way into business (such as workforce mobility, big data, automation, and social media platforms for communication), the service desk can serve as an important partner for identifying the technologies needed to stay competitive in this rapidly changing environment. For example, IT is an excellent resource for new software and applications to best leverage big data and help get data migration and integration underway. The service desk can help the business stay on top of new technologies as they are released and identify those that can help the business meet its short-term and long-term goals.
IT Can Build Agility Into Systems
Over and over, the importance of agility in business is highlighted. It’s critical to be able to adapt quickly and respond effectively in such a rapidly changing business environment. The IT infrastructure of yesteryear doesn’t allow companies to respond quickly to trends, but the most recent innovations allow for rapid response to customer demands, changes in communications technologies, newly released malware threats, and more. When the service desk and the business are working together, they can develop an agile infrastructure that does more than meet the needs of the business today — but can also help the business adapt in order to remain competitive tomorrow.
IT Can Consolidate Applications for a More Streamlined Experience
As part of the overall IT service management system, the service desk can use features like IT asset management in order to consolidate hardware, software, and communications for a streamlined experience across the company. With the business’ goals in full view, IT can identify redundancies in hardware and software, saving significant money by eliminating what is unnecessary. Additionally, IT can find software solutions that are compatible across the organization and stay on top of hardware budgeting over time. Licenses that are no longer necessary can be retired, while new contracts can be negotiated for greater savings and efficiency.
When the service desk moves out of a troubleshooting-only capacity and into the main arena of business planning, everyone in the company benefits with greater savings, lower operational costs, and better agility to produce lucrative gains. Is your service desk being utilized for all its benefits?
About Greg Ghia
Read more articles by Greg