Change isn’t easy. Your organization may be facing a major transition soon, perhaps an office move, retirement of old hardware, or adoption of new software. The IT service desk can help make the difference between a smooth transition and one marked by setbacks and recriminations.
IT service desk functions can actually help minimize the pain of change in your organization.
Not everyone can get this excited about change in the workplace.
Using IT Service Desk Tools for Change Management
Depending on the IT service desk solution your organization uses, you may be able to turn service desk tools toward change management. For example, if the big change you’re going through involves purchase of a lot of new software, your IT service catalog, with built-in procedures for authorization and approval, could ensure that the right number of licenses are purchased, and that each department knows how the purchases affect its budget.
IT Asset Management and Change
How your IT service desk handles software and hardware after purchase is important too. If your service desk integrates with a powerful IT asset management solution, you can easily add purchase order records that map to specific pieces of hardware and software. You could even set up pre-expiration alerts to notify the appropriate personnel when a software license is due to expire so suitable arrangements can be made.
Monitoring the Change Process With Your IT Service Desk
An IT service desk solution that gathers analytics and performs trend analysis can help your team detect patterns of incidents as the change process is occurring. Is there a new spike in a certain type of help ticket? And if so, is it just the result of getting used to the change, or is there something more serious going on? IT service desk analytics can help your team deal more effectively with the issues that arise with every major IT change.
The IT Service Desk and Risk Management
IT risk management is crucial to your overall enterprise risk management, and when your IT service desk offers risk management tools, the job is easier. Risk detection tools can scan the data stored in your IT service desk solution, like service tickets or IT asset data, and see if there are problematic patterns emerging. If so, the system can notify the proper team member to look into the matter further and take action if necessary. This can allow your IT team to resolve emerging issues before they have a chance to cause major impact.
When your IT service desk automatically monitors your network for unauthorized software, you can significantly reduce the risks that are involved with “rogue IT.” Particularly during a period of major change, you need to know that your system is watching out for unauthorized downloads that could take valuable IT resources away from successful change implementation. Moreover, automatic monitoring helps you remain confident that your organization is compliant with licensing requirements and is less likely to have problems in the event of an audit.
Going through a major organizational change involving IT infrastructure involves upheaval and a certain amount of frustration. The IT service management solution you use can help or hinder change management in your organization. The right IT service desk solution helps ensure that problems and solutions are documented, and that new trends are easy to spot so that any major issues associated with them can be addressed. The right IT asset management solution ensures that every piece of hardware and software involved in the change is documented, whether it’s being added, or retired.
Samanage is an IT service management solution that can make change management easier. With powerful IT service desk and IT asset management features integrated in a unified interface, Samanage lets your organization document and track change from beginning to end. Risk management features like automatic monitoring for unauthorized software help you ensure continuing legal compliance, and powerful reporting capabilities let you demonstrate to management that when change is afoot, your IT team is right on top of it.
About Brandon Miller
Brandon has been with Samanage for over three years in a variety of positions, including sales development, inside sales, customer success, and now corporate recruiting. Hosting multiple customer webinars on a variety of topics, Brandon has a deep understanding of technical support issues, implementations, and advanced trainings in IT service management. With a good handle on the industry as a whole, including competition and industry trends, Brandon remains ahead of the curve when it comes to the Samanage application, roadmap, and Community.
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