Beyond IT service management – spreading the reach of support
If you look up the definition of IT service management the response from one of the many websites explaining IT terminology is ‘a set of integrated processes that underpins core business processes by linking infrastructure management with business needs’. It is therefore interesting that many companies often do not ‘integrate processes to underpin core business needs’. Instead they have separate processes for the support function of each business area. Businesses have an emphasis on cost reduction and with the threat of outsourcing looming large, the need for the service desk to become more accountable and professional is growing. The compartmentalised approach to service delivery stifles the adoption of new services. A more cost efficient way would be an amalgamated service desk which unites separate disciplines and provides a common system capable of handling queries from internal customers. To explain this approach further; The ideal situation would be for organisations to use a single support platform which could be used by the support teams of each of the organisation’s departments, be that IT support, facilities, fleet management, HR and payroll or customer services. The organistion would then, effectively, have ‘one version of the truth’ to work with and one response system for handling not just day-to-day IT continuity and service issues but more general business continuity management issues as well. IT service management typically uses a language synonymous with IT. For example, each request for assistance is called ‘an incident’. This terminology would not typically be something the facilities or HR departments would naturally use. Straight away use of the IT service management tool is compromised in any other department. There is no reason why an organisation cannot use the same methodology across all its departments. Why use a variety of systems to support HR, fleet, facilities etc when the core principles are the same. Technology is available that allows organisations to connect all support groups, automate support process and control delivery of service from each support group using a single support platform. The current situation in most organisations doesn’t allow for this to happen, if it did departments within organisations would benefit from sharing information, each customer would have the same support source and a single platform would mean lower operational costs and reduced administration overhead. Why would a company have one helpdesk for HR, one for IT, one for facilities and so on? As long as the solution allows each department to create its own views and forms etc, each department can use the same platform and share the common goals of the organisation. The platform would be common across all functions yet tailored for individual departments. Hornbill’s Supportworks Service Management tool meets the requirements of the integrated support system described above. At Hornbill we have an internal IT support mechanism for our staff and an external support operation for the customers that use our products. We use the same platform and methodology for both. The benefits to this approach are ease of use, ease of management and overall reduced costs. We only need one team of people to maintain and administer one system and one database, instead of multiple teams looking after multiple databases. I have illustrated how the need for the service desk to become more accountable and professional is growing. By using a single support platform to connect all of an organisation’s support groups cost savings and efficiencies are achievable. If not, we face the possibility of helpdesk support being outsourced – but that’s a whole new discussion. Hornbill Systems Limited are exhibiting at the Helpdesk & IT Support Show 2004. Now in its 8th year, the event will feature over 70 exhibitors and a free education programme of 50 independent and vendor led seminars. The show runs from 27th to 29th April 2004, at the National Hall, Olympia, London. www.helpdeskshow.com
•Date:
20th February 2004 •Region: UK/Worldwide
•Type: Article •Topic:
BC general
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