Service Desk Effectiveness In 5 Steps – Part 3

This is part 3 of a 5-part series on improving service desk effectiveness.

• Click Here to Review Part #1 on Improving Service Desk Effectiveness
• Click Here to Review Part #2 on Improving Service Desk Effectiveness

Over the last two weeks, we have posted 2 out of 5 steps to improve service desk effectiveness. We would have liked to have kept the gap between posts to 3 days, but the holidays sort of threw a wrench in the works. That is why this third post is behind the power curve. With that said, let’s charge on to Part #3...horn down!

STEP #3: Lessen Developer Dependency for Improving Service Desk Effectiveness

The Fact of the Matter

BLUF: Business demands IT service providers, to include the service desks, move forward. They must do so in a manner that keeps pace with, and even ahead of the business. An IT service provider is good as dead when the provider is unable to keep up. Especially when keeping up on upgrades, implementations and configurations of their ITSM solution. You are no longer a force multiplier for the business, you are an enemy of the business. When this happens the IT service provider becomes irrelevant. The users and business departments work around you; thus, ghost IT appears.

Note: For those not aware, ‘BLUF’ stands for Bottom Line Up Front

Older systems are not made for today’s requirements. Those requirements are versatility, agility, and scalability. These requirements can result in large productivity increases. Many older systems need special software development knowledge. This is especially true when upgrading versions or to make one simple change. That puts you in a bad place. You are dependent on internal developer experience or outsourcing to a third-party. These options take too long and cost too much.

The Clever Solution: Low-Code ITSM Solution Deployment

Low-code is a way to design and develop software applications fast and with minimal hand-coding. It enables skilled people to deliver value more quickly and more reliably.

Matthew Revell - Outsystems

Many providers support existing ITSM solutions with a squad of developers. If this is the case, you should search for an alternate solution. ITSM solutions need built on low-code. This allows any service desk admin to configure dashboards, forms, workflows, and tasks. It should also allow them to add new functions. Also, it should provide the extension of capabilities across business units. Finally, it should integrate with third-party products in the existing infrastructure. It should integrate with little or no effort.

Personnel

• Provide needed training for service desk admins to use your ITSM solution
• Formal training should not take over two weeks
• Competence should take no more than two to three months
• Interact with the vendor user communities to learn about and exchange best practices

Processes

• Assess the time and capital spent on developers. Focus on their time managing, configuring, adapting, and maintaining the current ITSM solution
• Explore other technologies that provide low-code development architecture
• Contrast projected expenses to the expense of keeping things business as usual

Tech

• Use out of the box process integration. Adapt your ITSM solution for your requirements
• Leverage a low-code ITSM solution. Do this if there is a need for configuration of dashboards, portals, service catalog, and more. Use a solution that provides a WYSIWYG tool. It should also produce metadata for configurations in a distinct codebase
• Use libraries provided by vendors of pre-developed extensions, plug-ins, and APIs. This is to allow quick integration with your current and planned services and CIs

Conclusion of Part #3 on Improving Service Desk Effectiveness

Stay tuned for Part 4 of 5 in this series. You should see it in about 3 days.

• Click Here to Review Part #1 on Improving Service Desk Effectiveness
• Click Here to Review Part #2 on Improving Service Desk Effectiveness

Do you have different ideas and thoughts about improving service desk effectiveness? Then please share them here. You can leave your comments, questions, or anything below or Contact Us.

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Posted from ITSM Rhino with SteemPress : https://itsmrhino.com/service-desk-effectiveness-in-5-steps-part-3/

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