The modern Service Desk

8:30 AM The marketing assistant calls for a password reset and the service desk representative logs it on his manual call logging spreadsheet

8:33 AM A branch executive requests for assistance on application installation

8:34 AM A sales representative complains about her laptop’s dead LCD screen

8:44 AM Emails start to flood in - from service and status requests to inquiries and complaints

10:20 AM Calls are already abandoned, several calls are declined, requests are left in the queue, and the list of unresolved infrastructure problems piles up

This is a typical morning for your information technology (IT) department’s service desk unit. Based on various industry reports, an end user calls the service desk an average of 0.8 to 1.2 times per month. And when these calls and requests are neither resolved nor fulfilled, end users are usually left with an impression of dissatisfaction towards the quality of service that the IT department is providing. Service level agreements are also not met and end-users are unable to efficiently perform their business functions.

The importance of a Service Desk

Based on the Information Technology Infrastructure Library (ITIL), an approach for IT service management that is widely used by big businesses, “the value of an effective Service Desk should not be underrated - a good Service Desk can often compensate for deficiencies elsewhere in an organization’s IT department, but a poor Service Desk (or the lack of a Service Desk) can give a poor impression of an otherwise very effective organization.” This emphasizes the importance of the Service Desk’s role within an organization’s quality service delivery.

The current state of Service Desks

Responding to service requests and proactively managing IT infrastructure (through event, incident and problem management, to name a few) has become an increasingly important IT Service Desk function. However, organizations still struggle to align IT service support with business expectations, costs cutting, high end-user satisfaction, and streamlining processes -- making it all possible with a limited IT Service Management (ITSM) toolset.

Need for transformation

The customer service operations are no exception to automation and optimization. In order to provide quality service, organizations may have to transform their IT Service Desk functions into a robust and capable business unit.

Where to look for ITSM tools

When organizations go out in the IT market place today they’ll be greeted by a dizzying number of software products that promise to deliver critical IT Service Desk functions. Without the right strategy, it can be challenging, and at times frustrating, for organizations to navigate the myriad of vendors and products. So the question remains, what solution is right for your organization?

Choosing the right ITSM solution

Here are some practical steps in choosing the right ITSM solution:

1. Conduct a needs assessment.

It is always important to conduct a business case or a needs assessment. There are still a number of organizations that start with product search as opposed to clearly defining needs at the onset. This is similar to adopting ITIL best practices without assessing the organization’s current state and capabilities, as well as its desired future state of operations. A business case is fundamental in defining the organizational needs and the strategic benefits before an acquisition of a new software. It is critical to understand the various processes in your organization and identify areas where opportunities for improvement exist.

2. Define your requirements.

Determining requirements is not about choosing features from the vendors’ marketing materials, brochures, data sheets or whitepapers as if you’re ordering off their catalogue. The organization must be able to generate a comprehensive list of requirements that details the features and functionalities of the needed product including report requirements, audit trails, data integration, performance, scalability, usability and cosmetics, backup and archiving requirements, and security aspects. This list of requirements should include what the solutions are expected to provide, limitations of the current tools, and how future processes are expected to operate.

3. Look at the market and do your research.

The IT Service Desk market is dynamic. As more players enter the market, the vendor landscape changes and shifts, making it harder for organizations to navigate. Conducting thorough research on the current IT Service Desk market and the trends that are causing the shifts -- e.g., vendor consolidation, tool acquisition and service desk business plans, newer licensing cost models, service support scope and ITSM tool integrations -- will help you understand and make a sound decision in choosing your IT service desk provider.

4. Short-list your solutions providers

Vendors are currently looking to differentiate themselves through innovative features and functionalities, ease of implementation, licensing model flexibility, embedded best practices, and integration with ITSM tools. By listing and defining selection criteria that reflect the identified requirements, you can vet, compare, grade and evaluate vendors in an organized manner. You can then narrow down the solutions that are responsive and aligned to your overall business needs.

5. Call for a proof of concept(s) and identify the need for customization.

Vendors are more than willing to provide proof of their products’ concepts. So go ahead and require a demonstration to be able to perform a detailed evaluation of the product. The comprehensive requirements list that you have prepared can be drilled down to determine the product’s actual capabilities in meeting your requirements. It is important to remember that more often than not, some necessary tweaks are required for new products to work. Identifying what works and what calls for further configuration is vital in identifying the most suitable solution to your requirements.

Implementing the right ITSM solution

Choosing the right solution for your Service Desk is primarily dependent on the organization and not on the solutions provider.  It is critical for organizations to understand their needs, identify their requirements, do diligent research, select eligible vendors and validate the product’s functionalities, features and capabilities. With the proper strategies, an organization can successfully identify and implement the right ITSM solution.

By Paul L. Gonzales CPA, CIA, CISA is a Managing Consultant with the Advisory Services Division of Punongbayan & Araullo.

Executive Brief – September 2012

Punongbayan and Araullo