IT service desk functions are being extended beyond the realm of support teams with process management functions delivered through advanced IT service desk solutions. This has the potential to be invaluable for business units facing increasingly complex operational requirements by helping to streamline and automate daily operations while becoming more dependent on technology to get the job done and maximize productivity.
Three ways that change management can extend beyond IT include:
1. Process Modules can Track Changes
Modern change management solutions put an emphasis on automatically documenting any changes that are completed within environment. This feature lets IT teams make changes as needed without risk by providing the ability to quickly gather logs of events and undo any changes if complications arise. This functionality doesn't have to be limited to ITSM and can be extended to other departments of a business.
Many operational tasks within a business involve making some sort of change - altering processes, revising documents or moving data across departmental boundaries - and change management platforms can track all of these operations while allowing business units to track even the most complex operations and quickly go back and identify the cause of any problems that arise.
A perfect real world example of the benefit that a change management solution can afford a department can be found in an Accounting department. Accounting teams that take on complex audits require collaboration with other team members, and the use of a change management module would allow the accounting team to document the different functions that they complete while all actions fully, and easily, tracked for future review.
2. Extend Change Excellence Across the Business
Change is a part of numerous business transactions, whether through adjusting processes in light of new operational needs or trying to get multiple departments to collaborate on a complex project or manage devices and services that enterprise users control, the need to be able to efficiently handle changes has never been greater. Giving your users robust change management tools to track, automate, and optimize changes is a great way to maximize efficiency and minimize risk while creating substantial value potential.
3. Fuel Operational Efficiency
There are some business units that operate almost entirely around change, with Facilities based teams being a prime example. Facilities teams need to be able to manage everything from audio/video equipment to desk configurations to intelligent lighting systems and specialized HVAC equipment. All of these systems must be managed with care, requiring a careful balance of preventive maintenance, repairs, and emergency break fixes and the scheduling all of these activities can be incredibly complicated and challenging, especially as organizations invest in increasingly complex and information-driven building management technologies.
Building management technologies have evolved to include Internet of Things (IoT) devices that allow facilities teams to gather real-time data about conditions around the building or specific equipment attached to monitoring devices. This not only adds a key layer of intelligence to facility operations but also adds significant complexity to any changes that are made. The added complexity stems from both the added information that facilities teams need to process and act on as well as managing the additional equipment to gather this data. A change management platform can provide facilities teams with the process modules and automation functions they need to deal with added complexity.
Change is a reality of business, and with organizations getting more dependent on technology and work to tackle more complex process architectures, they need tools that can help them manage change. Bringing modern change management tools beyond the IT service desk has the potential to help organizations respond to shifting operational needs.