Obviously you want everyone on your IT service management team to have a certain level of skill supplemented by initial and continuing training. But you don’t want a completely homogeneous group. Differences in attitudes and approaches, as well as different aptitudes are necessary to cover the range of problems that can arise in the delivery of IT service management.
Different members of the IT service management team will need access to different tools to do their work effectively, but everyone needs to remain in good communication. Keeping lines of communication open and encouraging everyone to use them (including end users) helps ensure that efforts aren’t duplicated, and that tasks are assigned fairly. Here’s what your different IT service management team members need for maximum efficiency in IT service delivery.
Non-IT Service Desk Workers
Your IT manager probably doesn’t need to have a dashboard view of IT service desk tickets as they come in. She may want access to it on occasion, but typically she’s going to require access to things like metrics, performance analytics, and reporting tools. Change management tools make up another important toolkit for your IT manager(s). Planning and tracking change, monitoring the steps involved in major changes or roll-outs, and keeping good records throughout ensure that major IT initiatives stay on track.
Other non-IT service desk workers may spend their time focusing on carrying out major IT projects or maintaining servers and major network equipment. These people should be in regular communication with the IT service desk, so that any end user problems related to server or network upgrades, for example, can be explained to end users in a timely manner by the IT service desk workers. If your IT service desk is integrated with your company social network, encouraging these workers to use the social network for announcements of planned outages or foreseen problems can reassure end users and prevent surprises.
IT Service Desk Workers
Your IT service desk workers should have a convenient, intuitive dashboard that lets them monitor incoming service tickets while having easy access to IT asset management information. That way, when a service ticket arrives, an agent can bring up information on the hardware or software in question instantly, and use that information to make appropriate decisions. For example, if a malfunctioning laptop was two weeks away from retirement and replacement, the decision about how to address a problem might be different than if a brand new device experiences problems.
The End Users
Believe it or not, end users can be great allies in providing top notch IT service management. Many organizations are able to greatly improve the efficiency of IT service management by offering self-service portals that allow them to fix minor problems on their own, and by offering an end user knowledge base that can help technically-oriented end users understand an IT problem better and determine if they can fix it with obvious techniques (“Have you tried turning it off and on again?”) or if they need to submit a ticket.
The Right Software Can Bring It All Together
Cloud help desk software is considered the “gold standard” today, because it offers the flexibility and scalability to adapt to changing IT service management needs readily. Look for ITSM solutions that allow the different members of your IT team to customize their interface so they see the information they’re most likely to need as soon as they open the application. It should tie together the needs of different IT team members and allow them to stay in contact with each other and with end-users easily. And when your IT service management software makes it easy to build an end-user self-service portal or a knowledge base, you can empower end users to help keep IT service delivery at maximum efficiency.
About Matt Shanklin
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