Do you use all the functionality that your service desk software offers? Don’t worry if the answer is ‘no’: you’re not alone. We describe some quick techniques for getting more value from your investment.
A survey by Service Desk Institute found that 40 per cent of service desks use less than half the functions offered by their software suite. Some would argue that this situation is acceptable because the tool does everything they need. However, this conclusion assumes the service desk is perfect: with each service delivered perfectly matching business needs, delivered at the lowest possible cost and fully optimised.
This is clearly not the case, all service desks should be seeking ways to improve and stay attuned to the changing requirements of the business, and exploring the potential of the software you have already paid for is an excellent starting point.
Remember, all service desk software (and yes, even that of our rivals) has been built to address a broad range of customer requirements. For example, just because the service catalogue module wasn’t relevant to your business when you installed the software two years ago, it doesn’t mean it will not benefit you today. Well, the same could be true relating to myriad other services that you are currently unaware of.
Once you’ve broken the mental barrier and decided to explore the functionality on offer, an even harder challenge emerges - how can I decide what modules and tools will be of use? There are many resources that can help; associations, social media, conversations with your peers at trade events etc. But don’t overlook the people that know most about your service desk software: the vendor.
We’ve all been conditioned, professionally and during our leisure time, to filter sales messaging. This is the reason we avoid contact with our suppliers because we expect they will try to sell us something. While a degree of precaution is sensible in this context, we should at least give each supplier a fair hearing.
So whether you are a Richmond customer or not, get in touch with your account manager and ask them what advice they can give you around the challenges you face. Some of you may hit a stonewall, suggesting your supplier is simply interested in shifting boxes.
However, the more sensible suppliers understand the long-term value of your business. At Richmond, we will gladly offer advice and tips, either directly relating to our technology, or your broader ITSM concerns. Of course, we hope our guidance and response will convince you to remain a customer, but if both parties benefit from sharing solutions, then where’s the harm?
Software vendors have a wealth of experience building, implementing and getting the best from their own technology in environments that share many traits with yours. Take advantage of that knowledge because those suppliers in for the long haul will happily share with you.
Posts
No comments:
Post a Comment