The IT landscape varies greatly from one company to the next. In fact, technology architectures are somewhat like snowflakes, no two are alike. Therefore, the “one size fits all” approach to IT service desk management simply won’t work.
Every business, and its end user base, has very specific needs when it comes to IT. And, since the goal of the IT service desk is to ensure optimum performance and usability across all software and systems, related processes, policies, and activities need to be structured in a way that reflects and closely aligns with the company’s individual requirements and objectives.
Many organizations turn to ITIL for guidance. But, while ITIL serves as a terrific baseline for designing and implementing IT help desk procedures, it isn’t necessarily set in stone. In other words, its principles and best practices must be tweaked and refined in order for companies to truly achieve IT service desk success.
The Challenges of IT Service Desk Customization
Many companies hesitate to customize their IT service desk processes, because their supporting solutions – often traditional, on-premise software systems – are inflexible, and often require the assistance of an expensive third-party expert in order to custom-tailor the environment. So instead, they re-vamp their workflows in accordance with the way the software works – when in reality, the reverse should be happening.
What You Really Need
While legacy on-site IT service desk solutions have proven to be rigid and inflexible, experts agree that their SaaS counterparts offer more “bang for the buck”, giving customers the agility they need to customize their IT help desk needs based on their own, unique needs. With a SaaS IT service desk, activities, procedures, and workflows can be easily and economically tailored to ensure optimum productivity, cost-efficiency, and end user satisfaction.