Service desk managers may often feel that they are losing ground, getting left behind, or just being left out of the conversation. All too often they are overworked, given few resources, and left to their own devices. But as the main point of contact for a company’s internal and external support, a service desk manager’s duties are vital. Helping IT service a company more efficiently should be a top priority.
The best way of increasing IT service support for small to midsize companies is to implement an Information Technology Infrastructure Library (ITIL). ITIL is the most widely adopted approach for IT service management worldwide and is used by companies like NASA, HSBC, and Disney to train their IT staff to align business needs and improve operations on a basic level.
But ITIL isn’t something you can just implement overnight. It’s a set of best practices and daily habits that will provide structure to service management and improve the way it’s handled. Naturally, internalizing important steps in the ITIL implementation process is key to introducing it into your business processes.
Like Scrum or Agile, ITIL is a way of thinking more than a strict set of rules. It seeks to accommodate service managers and improve ITSM literally from the ground up, and it starts with innovative ideas regarding efficiency. No matter which books you read on the subject, you need to start by identifying the business processes that ITIL would improve. Problem management, change management, supply chains, and even customer service stand to benefit from ITIL, but it’s important to identify the problem processes in your own business. It’s best to get staff involved in the brainstorming process so that you’ll be better prepared to tackle the actual task of implementing ITIL to improve service.
If you haven’t done so already, start writing down how your existing processes work. Be meticulous and document with the precision of a technical writer. Set standards for evaluation before you implement ITIL. That way you’ll be 100% sure you haven’t missed any of the cracks in the concrete. ITIL is perhaps most useful when it is used to discover overlooked weaknesses in the service model.
Are you simply trying to improve IT, or are you trying to integrate IT management into the growth of your business and its services? ITIL is powerful because it helps us think in ways that we normally wouldn’t. Knowing what your goals are beforehand can provide real structure and support to the ITIL process. Business communications need to be airtight and everyone in IT needs to understand what they’re chasing after a year to two years down the road in order for ITIL to really take root and make a difference.
One of the biggest reasons companies with indifferent departments stay stagnant is because 1) goals aren’t being actively set and 2) even when goals are set, there’s no real framework for reaching them and no basis for comparison because standards current service standards are only poorly understood. Business leadership needs to be actively involved in demarcating standards, benchmarks, and goals before staffers have any idea what they should really be doing when nobody is watching.
That it takes determination and participation. ITIL is a way of thinking, and unless everyone is onboard simple turnover at the higher level can completely derail a successful program. In order to get all hands on deck, management needs to train staff with workshops, brainstorming sessions, and offer resources for learning.
The team at 5000fish have a lot of experience supporting organizations as they look to either move to an ITIL-based model or as they look to increase their ITIL maturity levels. Our software, Yurbi provides Service Managers with an easy, cost-effective business intelligence solution so that they can monitor, measure, and communicate ITIL and ITSM metrics and key performance indicators. To learn more please request a demo to see and discuss how we can help.