Many people inside and outside the IT department are beginning to realize that great service management tools are flexible enough to be used in throughout the enterprise. Cloud-based asset management tools, for example, don’t have to be used to manage only IT assets. They can be used to manage any number of other assets, such as maintenance tools or even fleet vehicles.
It’s not uncommon for IT managers to think that the IT department is undervalued. Developing an enterprise service desk not only solves non-IT problems, but could present a good opportunity for IT to build stronger relationships with other departments and to demonstrate that good service management practices can be used to drive business value in many different ways.
Extending IT Service Management to Human Resources
Service catalogs, employee self-service portals, and tracking of various HR processes (like changing W-4 forms after the birth of a child), can be implemented using enterprise service desk tools. Doing this standardizes processes for similar activities across multiple departments. If someone needs to, for example, enroll in the company health insurance plan, he could go to an HR service catalog to start the process just as he would to requisition new software with the IT service catalog. The result can be considerable time savings and fewer errors in HR processes that involve multiple steps.
Facilities Management and IT Service Management Tools
Facilities management involves coordination of space and infrastructure, and may include tasks like emergency preparedness, “green” initiatives, operations and maintenance, and administration of office space. It’s a broad category, and facilities managers are under increasing pressure to keep costs down and add business value, without falling behind on any key processes. An enterprise service desk tool can be extended to many facilities management tasks. For example, maintenance requests could be submitted in a manner similar to submitting an IT help desk ticket. Employees could find out where recycling bins are located through a wiki-style knowledge base developed with an enterprise service desk.
Could an Enterprise Service Desk Work for External Customer Service?
Since the IT service desk is well-versed in providing internal customer service, it’s only natural that a great enterprise service desk solution with these capabilities would be considered for providing external customer service as well. External customers prefer having multiple options for submitting help requests, and the best service management tools allow this. Cloud-based asset management tools can be used to keep track of external customers and the exact products they own, so that information is available instantly when there is a customer service request.
The Tools That Make It Possible
To be able to extend service management outside the IT department, you have to have powerful enterprise service desk solution that is adaptable, scalable, and customizable. Cloud solutions are generally preferable due to the ease of scaling up and lack of having to install patches and upgrades. Enterprise service desk tools should allow organizations to adapt them to their specific needs without difficulty, and should allow for creation of self-service portals, service catalogs, and easy building of knowledge bases.
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