In commercial organizations, the resolution of complex technical issues is usually managed through a service desk software. However, companies have to face many challenges to properly use and configure this ITSM system. Sometimes, even the efforts are abandoned because it turns out to be an unfeasible project, which makes IT management difficult.
Fortunately, there is a light at the end of this tunnel. There are some strategies you can adopt to simplify this process. This way, you can increase the probability that this system returns the benefits expected by your company.
In this article, we will analyze the advantages offered by service desk software and give you some tips that will help you implement this ITSM system successfully. Let’s get to work!
Service desk: What are the benefits of this ITSM system?
Implementing a service desk software can bring great benefits to your company, including:
Prevent potential problems: It will help you increase the number of tickets solved daily by your IT team. It will also allow you to detect new trends, and anticipate future problems that may affect your business.
Measure and improve your customers’ experience: By increasing the effectiveness of your team, you will be able to better monitor user interactions. You’ll also be able to better understand your customers’ problems and provide quality service.
Create a library of information: ITSM systems manage a lot of information daily, so you can use it to improve the experience of internal and external users. Therefore, documenting these requests not only improves ticket management, but also the training of new agents.
Service desk: Tips for implementing this powerful ITSM system
1. Plan the implementation
For a service desk software to work properly, it is necessary to plan every detail of its implementation. Thus, we recommend you create a roadmap, where you can define the following aspects:
- The expected results at the end of the implementation.
- List of the tasks to be executed.
- Dates on which each task should begin and end.
- Roles of the leaders who will supervise each assignment.
Likewise, you must monitor each process constantly and adjust the plan as you consider necessary. This will allow you to better adapt the project to possible delays and meet deadlines.
2. Involve several departments
It may seem that the implementation of an ITSM system is a process that only involves the IT team, but this is not entirely true. This project involves all the departments that will benefit from this solution.
In fact, in many organizations, service desk software does much more than manage support tasks. Hence, we recommend you to include on your team a representative from each area that will use the business module of this system.
This way, the pressure will be a little more realistic and the willingness to resolve setbacks is greater. Likewise, when the implementation is successful, the areas involved will enjoy a closer relationship and greater understanding. This in turn improves the work environment.
3. Monitor and evaluate changes
It is unlikely that a software implementation project will remain the same from start to finish. You have to take into account that changes, in addition to being necessary, are positive for the final result.
When you need to solve an incident, agents must be prepared and have the flexibility to adapt. These corrective actions can be executed in a controlled manner and with the participation of the entire team.
One way to manage these changes is to create an internal committee that regularly discusses all requests related to the implementation project. This team will be in charge of evaluating each request and finding the best time to execute the changes.
This committee should also have the necessary autonomy to make decisions and be composed of several departments. Additionally, all decisions must be made through a vote and the responsibility will be the same for all.
4. Define a pilot period
The implementation of a service desk software must include a pilot period, where a group of users can test it. This step is very useful, since it allows you to identify possible failures that you didn’t contemplate during the implementation and that have an operational impact.
If something goes wrong during this phase, the limited scope of the implementation will ensure that the impact will also be minor. Thus, you’ll be able to correct it before going fully live with the ITSM system.
Alternatively, you can perform a UAT (User Acceptance Testing), so that users can test the entire platform. With this strategy, you will be able to verify the effectiveness of the system in a real environment and prove the efficacy of the training.
5. Measure system performance
Once the trial period has ended satisfactorily, you can extend the use of the ITSM system throughout your company.
However, you must visualize the implementation as a continuous process. And measure it constantly to evaluate its impact on the company. In this sense, we recommend that you carry out periodic surveys to find out your service quality and user satisfaction.
Likewise, you should perform a closure assessment of the service desk software implementation. This way, you will be able to better evaluate the financial aspects, and gather valuable information that will help you manage future projects.
Are you ready to implement your new ITSM system?
There are many service desk software that you can use to manage your IT team’s requests. However, Freshservice stands out for offering a simple platform that adapts to your company’s needs.
This Freshworks solution has an intuitive interface that accelerates implementation and facilitates large-scale adoption. In addition, it has an integrated AI that unifies the customer experience and improves agent productivity.
At GB Advisors, we help you integrate these and other technological solutions to automate your business processes and improve the quality of your service. We offer you personalized attention with the installation and configuration of any software.
You will also receive advice from our group of experts. They will guide you step by step for a successful installation.
What are you waiting for? Contact us and receive a free consultation.