Mobile devices and automated ITIL-based IT Service Desk technology have enabled faster and more proactive service. As a result, the IT Service Desk now has the tools to improve service levels in many cases beyond what was reasonably possible a few years ago. These marked improvements in efficiency are helping IT service desk teams exert greater influence over IT strategy.
IT Service Desk and business analytics
Diagnostic and predictive tools can transform the IT Service Desk into a communications hub. Using these tools enables the IT Service Desk to follow trending issues, monitor the operation of the physical and virtual network, monitor applications, better understand network complexity and uncover ways to improve the end user experience. And with today’s integrated monitoring and service desk solutions, most of the diagnostics take place in real time.
The IT Service Desk is the frontline to the end user’s experience. With an integrated approach that’s now possible they can improve end user experience by pre-empting issues before they occur. Network monitoring, now integrated with the IT service desk, gives service desk techs more visibility to the real time overall health of the network. With 360 degree visibility, the service desk has greater opportunity to provide real time solutions and predict future requirements that can influence strategy.
Social platforms and the IT Service Desk
As enterprise 2.0 continues to gain adoption in many organizations, opportunities for the IT Service Desk to shape IT strategy grow. For example, the IT Service Desk is in the best position to understand the needs of each end user and how those needs drive service levels. So perhaps a self-help strategy will suffice for some service desk issues. This deeper understanding could require additional investment in social media platforms that enable self help and provide reduced service delivery costs—again, a strategic decision and one that puts the IT service desk in a proactive role. Social media is less about the technology and more about applying technology to make relationships more effective
When IT Service Desks take on a proactive role, they not only win a seat at the strategy table, but also shift an organization’s perspective on the IT Service Desk from cost of doing business to strategic partner. So whether the IT Service Desk is an outsourced or internal function, its input to overall IT strategy can optimize IT assets, improve service levels and end user satisfaction, and support a more effective rollout of technology upgrades.
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