Solutions for the IT Service Desk Manager

Its not uncommon for businesses to start a search for a new tool on the basis that the existing tool is no good, no longer fit for purpose, too hard to use, etc.

Whilst this may be the fact of the matter for an organisation, we often find the key underlying issue is that the people and process aspects of IT service delivery are broken, and no tool is going to magically fix this.

IT service delivery within all organisations, small to large, is an innovation and enablement opportunity for the whole organisation. How? All businesses are adapting to a services-first world. What's that? It means that our customers are no longer buying products, they are business services, or in other words an experience. Customers want to buy quickly and easily, which means online and apps. They want new experiences faster, meaning faster product development cycles and a more agile business to deliver products and support customers.

Hence the challenge for IT Service Desk Managers is to become a service-first operation within the organisation, so it can become a service-first business to its external customers. This challenge can't be solved by technology alone; people, process and technology is as real and pertinent today as it was when the acronym ITIL was coined in the 1980's.

What does the future state look like?

The primary change you will experience between 'now' and 'then' will be the culture of your team. It will be a team that has a consistent view of shared responsibility, open transparency, meaningful collaboration and a clear understanding of how they work together. This last item is perhaps most critical: it means that I understand what I need to do in my job; I know how my job impacts others; and I understand what I can expect from others. With this 'people' platform in place, technology can now do its thing.

With the technology layer delivered you will see outcomes that include:

Self-service experience that leverages machine learning, so questions are always answered, no matter how they ask for them.
Automation will touch all aspects of your ITSM processes so you team focuses their effort where they can add value.
Teams can quickly and easily collaborate to resolve high priority issues quickly.
Integration across other teams in the business (software development, HR, Marketing etc) means all requests are quickly handled by cross functional teams easily without dropping the ball.

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What does your solution look like?

At a high level, the solution first relies on a strong methodology to review existing process and practices and to design a new framework for the 'new world'.

The technology layer is then introduced and we have chosen to only work with Atlassian solutions; they are world class in our opinion and because we are on the hook for delivering outcomes to our clients, we know that we can deliver every time with Atlassian.
You can look further at the Service Desk information Atlassian posts here.

How can Systemology help?

We have developed a specific and unique methodology to design ITSM processes. This leverages our many years of experience in the service desk process space, and has become our critical success factor for projects.

Systemology is also a leading Atlassian partner, so you can have confidence in our ability to configure and deploy technology to meet your specific requirements.