The 1990s can be seen as a time of explosive growth and expansion in the IT department. The early 2000s was a time of cutting back (often deeply) and making do with as little as possible in terms of resources and personnel. Now that the worst of the economic recession is behind us, IT can take the best of each of these worlds and make a better one. That means consolidation.
It’s not cutting back like during the recession, nor giving in to unrealistic luxury like the economic boom. It’s taking the luxury of having enough resources, the lessons of doing without, and building a better IT service desk with those parts and pieces. Consolidation might be a global enterprise conglomerating their IT operations, or a national company merging departments, or a smaller organization bringing in the bits of IT that lurk within individual departments. Here are the benefits of consolidating those service desk operations.
Consolidation Makes It Easier to Monitor and Manage Assets
Asset management is becoming more important as software vendors crack down on licensing compliance. It’s also essential for keeping hardware costs to a minimum and avoiding data breaches that can be the result of lost, stolen, or improperly disposed servers and computers. A centralized IT department is much better capable of tracking and monitoring the various assets that comprise the network. While IT workers on site are still responsible for the physical tagging and monitoring, a localized department should oversee these operations.
Consolidation Clearly Establishes the Hierarchy
Is it clear when a problem needs to be escalated to the next level of support? Not always. Sometimes one help desk operator might escalate a problem that another would attempt to handle on her own, whether the decision is right or wrong. With a consolidated IT department, a clear hierarchy can be established defining when and how a problem is passed up the ladder.
Consolidation Makes It Easier to Offer Round-the-Clock Support
It’s not always affordable to staff a 24/7 service desk in each of your facilities, but if you pull all of the support into a single office, you can afford to staff full-time, round-the-clock support. With BYOD policies, remote workers, and global operations, 24/7 service is becoming essential even for the smallest companies.
Consolidation Makes it Easier to Plan and Manage Changes
Change management is a necessary part of doing business in the technical age. Yet managing change isn’t easy, and when the IT workers are scattered about in different departments, locations, or even nations, it becomes almost impossible. Consolidating the efforts of planning for change and managing those changes makes much more sense in the current environment.
Consolidation Makes Troubleshooting Easier
Did this problem originate in the accounting software? Is it a compatibility issue with something at the Singapore office? Troubleshooting becomes much easier when there is a single, localized team tracking what’s going on and managing the resources on the network. Instead of two or more workers trying to track the same problem from totally different perspectives, without any knowledge of the other, everyone is on the same page and is aware of the situation, the findings, and when a solution is found.
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