You might already have help desk technology. If you do, please bear with me.
However, if you are still using email, spreadsheets, and a lot of manual eﬀort to
manage IT support, then ﬁt-for-purpose technology can improve the eﬃciency
and eﬀectiveness of IT operations – raising end-user satisfaction and potentially
Various options apply to technology adoption; these include:
Operating your own help desk (and therefore invest in your own help
desk software) vs. outsourcing the capability and thus the need for such
technology. Both have their pros and cons – with the latter often cited as a
cheaper option, but sadly “cheap” can be at the expense of the end-user
experience. After all, how is a third party ever really going to understand your
organization’s operations and your end users’ needs and wants?
Using on-premise software vs. migrating your help desk to the cloud – the
latter taking away the need to manage and host the application locally (so
you can concentrate on supporting your end users), getting new capabilities
more quickly (due to a more rapid software release cycle), securely
accessing the solution from anywhere, and potentially reducing the total cost
of ownership, including the ability to grow and shrink user number as needs
and demand change.
Operating a help desk vs. using ITIL to move to a service desk and possible
other ITSM capabilities such as change management.
Using the technology purely for IT vs. extending the help desk or ITSM
solution to outside IT – the latter taking a campus-use approach to your
technology investment and service provision, and supporting processes
Beyond the technology, and the process-based workﬂow and automation
beneﬁts, there are beneﬁts to be reaped through a number of other ITSM best
practices. I oﬀer the following four:
1. The IT service management (ITSM) best practice framework formerly known as the IT infrastructure library.