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Recently, there has been a lot of energy, discussion, and movement regarding extending the IT service desk into the enterprise. and for good reason. When you think about the functionality and results an effective IT service desk provides for the organization it serves, it’s not too much of a leap to imagine how that service desk would work with other parts of the organization outside of IT.
For example, a customer service department and an IT service desk both deal with interactions with people who use or consume products and services. In both cases, the customer service department or the IT service desk will try to resolve an issue if possible; and if unable to do so, escalate the issue to others within the organization.
Like the IT service desk, an organization’s facilities department deals with work requests or issues. Similarly, a human resources department initiates workflows that are associated with a hiring, termination, or job change, all of which require that the appropriate information is accurately collected and properly acted upon.
Perhaps the most appealing aspect of extending the IT service desk into the enterprise is that the entire enterprise would have a single point of contact for any associate to interact with any other part of the enterprise. Just like an associate contacting an IT service desk, it wouldn’t be necessary to know “who” to call regarding an issue or question. That associate could simply contact the enterprise service desk.
There are many reasons for extending the IT service desk into the enterprise. But “just because you can” is not one of those reasons.
Successfully extending an IT service desk into the enterprise is not just setting up a few user IDs within your current ITSM tool and turning your colleagues loose. It’s not just adding a few items into a self-help portal and wishing your colleagues well. How should you begin extending the IT service desk into the enterprise?
Here are my seven tips for successfully extending your service desk into the enterprise.
Extending the IT service desk to the enterprise can provide big returns and benefits to an organization—but only if it is approached properly. My seven tips for extending the service desk will help you toward achieving success.
Doug Tedder is a strategic, innovative, and solutions-driven IT service management professional with more than 20 years of progressive experience across a variety of industries. He’s a resourceful and hands-on leader with track record of success implementing ITSM and IT governance processes. Doug is a certified ITIL Expert and ISO/IEC 20000 Consultant Manager and holds many other industry certifications. In addition, Doug is an accredited ITIL Foundation trainer and HDI Support Center Analyst and Support Center Manager instructor. Follow Doug on Twitter @dougtedderand connect with him on LinkedIn.
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