Deploying a new IT service desk is a complex and sometimes hectic process. New implementation models and vendors with customer-focused sales processes are making implementation easier all the time, but some complications are unavoidable. In many cases, businesses get so focused on resolving these initial issues and do not put many resources into the challenges that emerge when you first begin using a newly implemented service desk solution in production. This can lead to some productivity and efficiency losses as users struggle to adapt to the new operational climate.
Many of the post-implementation challenges that emerge when deploying an IT service desk can be overcome with effective planning. Three best practices that will help you deal with post-implementation issues before they arise include:
1. Allocate resources for glitches
Any service desk solution must be tightly integrated into IT and process management systems. Data needs to be integrated across a variety of channels and user authorizations need to be fine tuned to control who has access to different functions. This complexity ensures that some glitches will probably emerge when a service desk is put into production. You can avoid many problems through effective testing and pilot projects, but it is almost impossible to avoid bugs entirely. Your best best is to intentionally allocate some personnel resources to dealing with service desk glitches at the outset so you can minimize any disruption during the initial rollout.
2. Create a smooth path for continuous improvement
A service desk project should be accompanied by efforts to continually improve the solution so that it evolves alongside your business and technology needs. The post-implementation period is a time when users will be paying close attention to how the solution is working and may be willing to provide more feedback than they may during a normal operational period. Make sure you take advantage of the more open environment by giving users a way to document their thoughts about how the system can be improved over time.
3. Train your staff
You want users to be ready to take full advantage of the new service desk when it comes out, and a failure to adequately train your staff could leave workers scrambling to unlock the complete functionality of the solution. If you want to avoid productivity losses and maximize the value of your IT service desk, you need to make sure users have all of the knowledge and process comfort they need to run the new solution without any trouble.
There is so much to think about when deploying a service desk that it is easy to neglect the post-implementation period. Don't let that happen to your business.