Investing in a new IT service desk can be a huge commitment, and many organizations have experienced their share of horror stories in the past. The service desk industry has changed, however, and it is now easier to avoid some of the pitfalls that were once common. In particular, legacy service desk models forced companies to purchase a solution thinking years ahead of time because of complex deployment processes. This often resulted in some solutions becoming shelfware and getting wasted as the organization was never able to put them to use.
Cloud and SaaS service desk solutions are making it easier to avoid major problems when deploying a service desk, but there are still a few mistakes that you'll need to avoid. Read below to discover four pitfalls to avoid when replacing your service desk solution.
1. Failing to Find the Right Size
Finding the service desk that is the right fit for your organization does not have to be treated like rocket science. Keep it simple. You don't want to purchase an expensive, bloated piece of software and find yourself with modules and functions that you aren't using. Not only does this create waste, but it can also leave user dashboards filled with tools and data that your support team won't need, ensuring those functions only get in the way and leave operators frustrated. Of course, going too small can be just as damaging because it holds your organization back over time.
The thing is, cloud-based service desk solutions allow you to add new modules and scale to support more users with relative ease. As such, you no longer need to project your requirements out for a few years when making an investment. Analyze your current needs, create a roadmap for future requirements and purchase the system you need now.
2. Forgetting About Flexibility
For a long time, an IT service desk was such a rigid software platform that you didn't really need to worry about flexibility. Instead, you would purchase with the future in mind and hope for the best. With cloud solutions, you can change readily, adding new modules and features with relative ease. As such, you shouldn't be looking for the biggest and baddest service desk in town, instead, you should search for the quickest, most agile solution on the market so you can easily change your support software strategies as your business and tech requirements change.
3. Neglecting Productivity Tools
Core service desk functions like incident, problem and change management are usually the priority, and many organizations will find themselves failing to consider the quality of the productivity tools in the solution they end up choosing. The issue is that these productivity tools play a critical role in empowering your staff to work as efficiently as possible. Productivity solutions may not generate the same level of excitement as big new support modules, but they have the potential to have a huge positive impact on everyday operations.
4. Deploying a Solution That Takes too Long to Implement
Installation time is a huge issue with the service desk. A solution needs to be integrated throughout your IT setup and will take a long time to get off the ground. However, organizations can't afford to spend years getting a new service desk in place, and they don't need to with cloud solutions taking hold in the market. You should be able to find a fairly easy-to-deploy solution that you can add functionality to over time, making it quick and easy to get the base service desk into place and progress at a more gradual pace over time.
Purchasing a new service desk is still a major commitment, but it is much easier to avoid longstanding deployment pitfalls with cloud solutions on the rise.