Look in before you look out.
The fundamentals of searching and choosing an IT service management (ITSM) solution are no different than that of other products. If I need new shoes, I ask myself: what else do I already own? What’s my budget? Why do I need these shoes (i.e. running, formal, relaxing, etc)? This is the process of looking in, and understanding the needs of not only your team, but the organization as a whole. Without first obtaining this understanding, you would be heading into the search process blindly. Let’s break down some steps in gaining this clarity.
Which Departments are Involved? Who are the Internal Players?
An ITSM solution can impact more than just your IT help desk. Departments such as facilities, HR, marketing, and accounting, all have tedious and manual day-to-day processes that could likely be automated by an ITSM tool. Talk to your change management, infrastructure, and application support teams. Even though you may be the sole employee tasked with finding an ITSM solution, its impact can reach far beyond you. Make sure everyone who could benefit is on board.
Example: You’ve been hearing office chatter surrounding the HR department. Apparently, in this time of major growth, they’re overwhelmed with new hires, and are having trouble onboarding new employees. You approach them, and let them know you’ve begun a search for an ITSM solution. They tell you they could definitely use such a tool to help automate repetitive, mundane tasks that are taking up all their time. asks.
What are the Solution Requirements Requested by Internal Players?
Once you know who is interested in bringing an ITSM solution to their team, it’s time to meaningfully engage them. Find out what everyone’s pain points are. This process will leave you with clarity into not only who needs ITSM, but what exactly they need from it. The table below shows some potential requests from departments, and how to translate their pain points into ITSM solution requirements. Now, when you begin your search, you essentially have a checklist of internal requirements. It’s as easy as checking it against what each solution offers, and before you know it, your long list will turn into a short list.
|Department||What they say they need||What that means in ITSM|
|HR||Automate mundane, repetitive parts of onboarding process.||Service Catalog|
|HR||A way to bring new hires up to speed on company processes (reserving meeting rooms, requesting time off, etc.) without having to teach each one individually.||Knowledge Base|
|Facilities & Maintenance||If there’s a new employee, they need a way to request a new chair. Or, if they move to a standing desk, they need a way to make their chair disappear – also through service request.||Service Catalog|
|Payroll||A place where employees can find info about salary, retirement plan, 401k, etc.||Knowledge Base|
|Marketing||Request a second pair of eyes to review content, emails, etc before sending.||Service Catalog|