Demo
2 min read

Do You Treat Your Best Customers the Same as Your Worst Customers?

By Staff Writer on 7/21/21 11:17 AM

If you're using one of the big "standard-issue" service management platforms. You might be forced into some very costly Customer Service practices.

For B2B companies, in particular, it is critical to be able to segment the allocation of your firm’s time and attention to your most valuable customers. The issues might include being able to address each customer with individual rules and to accommodate dynamic re-prioritization.

B2B customer journeys often grow complex because they must accommodate the special needs of small percentages of the client base.

Better connectivity and flexibility to the rescue

From a technology and process perspective, segmenting Customer Journeys into standard and specialty tracks can minimize complexity for a majority of clients,

resulting in easier journeys for clients and significantly lower costs. Additionally, customers can realize economies of scale as multiple large complex relationships are facilitated in similar ways to many smaller relationships. Being able to dynamically shift workloads and route customer service traffic without changing the ”sources of truth” or access rules is another way that a flexible Service Optimization Solution can support the kind of transformative processes required.

From a technological standpoint, a solution that can seamlessly integrate across the whole enterprise is essential. In particular, finding solutions that can accomplish this with a minimum of coding and work-arounds will not only save you money, but will help ensure the timely success of your initiative.

Ask your CS/CX platform vendor these essential questions

  • How much will you be able to accomplish in-house?

Don’t leave yourself at the mercy of consultants. The more capabilities that exist “out of the box” the better. Look for solutions that allow your team to configure processes, rather than solutions that require extensive custom coding. Solutions that empower your administrators to make decisions and changes save costs and delays of third-party reliance.

  • How quickly can you adapt the solution to evolving customer or business needs?

Here too, solutions that require custom coding every time you make a change to your system may be cumbersome. What happens as your customer base evolves...or as systems outside of Customer Service change? Look for solutions that allow for simple interface adjustments vs. prolonged customizations.

  • Does your solution allow you to work independent of other teams’ solutions, supporting the necessary autonomy to evolve?

Look for relevant integration capabilities that are easy to understand and develop so that you’ll have maximum flexibility in creating a more rounded solution. (Be careful! Many current technology solutions fall short here. )

Read to learn more?  Why not schedule a free demo and see how Vivantio can elevate your service? 

 

Topics: ITSM ESM Customer Service Optimization flexbridge Unified Service Management Platform CSAT Improvement csm
2 min read

What if you could connect 100% of your CSM, ESM, or ITSM data sources to your service teams?

By Staff Writer on 6/9/21 11:45 AM

The idea of a single view into the enterprise has existed for some time as a "holy grail" concept—not just for Customer Service teams, but for IT leaders, and managers looking for big-picture dashboards for better decision-making.

The trouble with realizing this concept has historically been an unreasonable investment in time and treasure to tear-down and rebuild vast enterprise systems. Today's fast-paced mergers and acquisitions activities only compound the technical challenges.

Because our team is 100% focused on Service organizations, we had a slightly different perspective—that has now delivered something of this long-awaited phenomenon. (At least as it impacts complex Customer Service Organizations.)

What does a Unified Service Management Platform look like?

The diagram below outlines how a unified service management platform can begin to provide visibility into customer-relevant data so that your Customer Service organization is equipped for maximum impact and success.

This type of solution can help your team better address all use cases, track and report on the KPIs essential to improved service, and tailor service provision at the individual customer level. This level of connectivity gives service and sales teams a holistic view across the enterprise.

Vivantio-unified-platform-tran

A single view solves myriad problems.

Implementing a Unified Service Management Platform eliminates the need to have duplicate information in multiple systems. Current systems remain the “source of truth” for specific customer data but the integration allows the coherent usage of those sources and functionality across multiple systems.

Direct benefits include improvements such as:

  • Support teams that can see the whole customer, not just an individual service/support request. This can have a profound impact on how issues are prioritized and resolved. Furthermore, this data can be used to “prompt” agents or drive workflows and system views.
  • Gaining a holistic view of your service operation that can be used to preempt problems, manage hardware expirations, version control, and compliance.
  • Providing definitive answers to questions such as: How long does a system outage take to resolve? What number of complaints does it generate? How does the length of a customer relationship relate to the number of support tickets generated? Who creates more tickets—a large or small customer? What is the ROI on our current service spend?
  • Better enabling team members to support one another. Improving and speed customer resolution times. Providing management with a holistic view of the service operation to support proactive problem resolution.

Seeing is believing. Ask for proof.

If you are contemplating the value of a Unified Service Management Platform for your team, be sure you are working with a vendor who can back up their claims with case studies in environments like yours.

Vivanto's FLEXBridge™ solution is the key to pulling together disparate "sources of truth" into a single platform designed specifically for CS/CX organizations committed to excellence.

To learn more on about how Vivantio approaches a unified service management platform click here

Or you can request a live demo here

 

Topics: ITSM ESM Customer Service Management flexbridge APIs Unified Service Management Platform
1 min read

Vivantio Vibe Podcast Launches

By Staff Writer on 4/29/21 3:32 PM

 

Welcome to the inaugural Vivantio Vibe podcast.  Each month, we'll bring you the latest updates on Service Management solutions, software, innovations and interviews with smart people who have smart things to say with information you can use. All in around 30 minutes. 

stephenandandy

This month, host and Director of Digital Marketing for Vivantio Todd Carruth visits with industry experts Stephen Mann and Andy Walsh about the power of ITSM and ITIL to meet and exceed customer expectations. Topics covered include: 

  • What is ITIL and why is it important for Customer Service Management
  • ITIL 4's holistic approach to service management
  • When ITIL may not be the best option
  • Customer journey and the future of ITSM 

You can listen below or download wherever you get your favorite podcasts including iTunes or Spotify.   

Topics: ITIL ITSM Future of ITSM podcast
1 min read

Video: How Self-Service Portals Improve the Customer Service Experience

By Staff Writer on 3/20/20 9:00 AM


 

In this video, we explain how self-service portals play a key role in the customer service experience. They represent a company’s professionalism, brand, and its desire to help customers find answers to their questions, solve their own technical issues or find resources. The Vivantio service management platform enables service teams to build codeless, custom self-service portals tailored to business needs and customers.

You can get the latest insights on the impact self-service is having on service desk professionals and their customers in our exclusive report created in partnership with the Service Desk Institute (SDI).

Download your report here

SDI-SSReport thumbnail@2x

 

Topics: Service Management ITSM Customer Service Customer Self-Service Video
2 min read

Vivantio Named High Performer in G2 Winter 2020 Report

By Staff Writer on 3/17/20 9:00 AM

G2 CROWD RECOGNIZES VIVANTIO AS HIGH PERFORMER

Vivantio, an industry-leading IT service management software solution that empowers companies to achieve unparalleled service excellence, was recognized as a Higher Performer in G2 Crowd’s 2020 Winter Report. G2 Crowd is a product review platform where verified users review, rank and share experiences and feedback on various services and software products.

As a top performer on G2 Crowd, Vivantio ranks highly in customer satisfaction and averages 4.1 out of 5 stars, with customers rating Vivantio most highly for ease-of-use, quality of support and ease of set-up. Vivantio centralizes service management operations within companies and enables users to reduce operational costs, improve response times, meet performance objectives and maintain customer service excellence.


"The application is logical and efficient, promoting effective use. We are often surprised by additional features that provide well though-out functionality. The workflow functionality was significantly better than we expected. It adds a lot of value!”

– G2 Crowd Reviewer, Executive Sponsor in Cosmetics; A Mid-Market Company


Vivantio’s success over the past 17 years is due to its focus on creating a platform that consistently provides best value with flexible licensing, prioritizes customer satisfaction and support, and is a feature-rich, configurable platform that can be customized to business needs.

To see how Vivantio can help your company achieve service excellence, book a demo today.

Abi is giving a demonstration on the features of Vivantio

About Vivantio

In 2003, inspired by the desire to empower customers to solve complex problems with simple solutions, we created and deployed the world’s very first SaaS service management platform. Today, Vivantio’s multi-tenant platform is reliable, customizable, secure and trusted by leading service teams across the globe.

About G2 Crowd

G2 is the world’s largest tech marketplace where businesses can discover, review and manage the technology they need to reach their potential. Rankings are based on how likely users are to recommend the product to others, how satisfied they are and the popularity of the platform.

Topics: Service Desk Software News & Awards ITSM Vivantio Customer Service ITSM Solution ITSM Tools
5 min read

Why Operational Level Agreements Matter & How to Use Them in Vivantio

By Andrew Stevens on 2/28/20 9:00 AM

WHAT ARE OPERATIONAL LEVEL AGREEMENTS?

In order to provide excellent customer service, you need to meet your service level agreements (SLAs): the agreements you have with your customers about the level of service you’ll provide. But how do you make sure you’re doing that? And if you’re not doing it, how do you understand why? The first step is making sure you hit your internal goals: your operational level agreements (OLAs).

Whereas SLAs are focused on the customer, OLAs are in place to describe the level of service your internal teams can expect from each other. These might include relationships between your front line service desk and the teams who support them: network support, operations management, application management, desktop engineers, etc..

They can–and should!–be used as a key metric in service management because they allow teams to understand where bottlenecks are, and why they’re not hitting those all-important SLAs. OLAs should also be transparent so that everyone knows what their own targets are, and the impact it has on the rest of the business.

However, sometimes service teams bite off more they can chew when attempting to measure SLAs and ultimately fail to meet them. Instead of setting goals for the sake of having them, start small by clarifying or setting up OLAs within your ITSM software tool. From there, you can begin building out SLAs.

Here’s how you can use task management in Vivantio to ensure your OLAs are being met.

TASK MANAGEMENT IN VIVANTIO

Task management in Vivantio can help companies meet OLAs and, in turn, meet target SLAs. Task management can be enabled in all ticket types in the Vivantio service management platform.

In Vivantio Pro, you can assign tasks to licensed technicians. Vivantio ITSM goes a step further and allows you to assign tasks to both licensed technicians and non-licensed end-users.

With task management enabled, technicians can create tasks for the different work required to complete the ticket. The list of tasks can be viewed easily from the ticket. Tasks have the same core capabilities as tickets, including their own set of configurations (categories, status, etc.) and of course a full history of the work done.

There are three ways that tasks are created in Vivantio: Ad hoc as needed, via trigger rules, and through Vivantio’s workflows. Regardless of the way tasks are created, you can easily view them from the ticket to track progress. Here are examples of creating a task using each way.

AD HOC TASK CREATION

Within Vivantio, users can create ad-hoc tickets as needed in order to request internal or external help to meet an OLA. Perhaps a technician is working on a P4 support request that came in with a corresponding SLA of 16 hours. While working on the request, they discover they’re not trained in a specific area of the required work and will need to ask their colleague for help.

To do this, they can manually assign out an ad-hoc task from within the ticket to their colleague – or if they don’t know who specifically to ask, an assignment group – describing what they need help with.

At this time, four hours have already passed on the SLA and only 12 hours remain. When assigning out the task, the technician gives the task an appropriate OLA to ensure that their colleague knows when they need to have the work completed in order to meet the ticket’s SLA.

Screenshot of ad-hoc tasks outlines

This is a simple way to get started with OLAs. You might wonder why you don’t just re-assign the ticket, but there’s a few advantages in using task management. First up, you get to track each different piece of work separately; one ticket might need work to be completed by four different teams.

Vivantio will let you track the time each team/user owned the ticket, but it’s a lot easier to understand the timeline of a ticket when you’re using task management. Second, and we’ll talk more about the importance of this in a later blog, you improve the customer experience by ensuring the customer has a single named point of contact for their ticket so they don’t end up feeling like the buck is being passed.

Third, you make it very clear to other teams exactly what they do and don’t need to do so there’s no digging through the ticket history to find out their role in resolving this issue.

TASK CREATION VIA TRIGGER RULES

You can automate task creation within Vivantio using trigger rules. For example, when a request is logged reporting that a computer is lost or stolen, there are tasks that always need to be completed by both the IT team and the security team. Due to compliance reasons, it is required that this kind of request needs to be closed out within an eight-hour SLA.

Trigger rules can be created to automatically assign out the required tasks to the IT team and security team any time a lost or stolen computer request is logged. The tasks can have their own associated OLAs so that the teams know how long they have to complete the work in order to meet the request’s SLA.

The below screenshot shows two tasks that were automatically created via trigger rule due to the type of ticket that was logged.

Screenshot of trigger rule tasks outline

Clicking into one of the tasks, we can see the SLA for the task, providing the target time to complete the work by.

Screenshot security task outline

This is a simple way to get your team started using tasks for repetitive work requests. Sometimes though, this isn’t quite enough. You need to ensure tasks are completed in a certain order, or tasks are only worked on after approval has been given. If that’s the case, then you need workflows.

WORKFLOWS

Automated workflows within Vivantio can also help you and your team manage your OLAs. For instance, say a customer of a software company submits a support request, which requires a specific process involving multiple people to complete. The request falls into a P2 priority request with a close SLA of 40 hours on a 9-to-5 working time plan, or five business days from the customer’s view.

Based on the category of the request, four different support teams will need to work on the request in a sequential order. In Vivantio, a specific workflow which automates the assignment of the process tasks is automatically kicked off using Vivantio’s trigger business rules.

Tasks are automatically assigned out to each team when it is their time to complete their portion of the work. In order to meet the SLA agreed upon with the customer, the total time in the SLA is broken down into OLAs, or smaller chunks of time which are allocated to each team.

Screenshot of OLA workflow diagram

There are several tasks that need to be completed by different teams and technicians during the workflow. In order to make sure to meet the target SLA, you can use operational level agreements for each task that is assigned out in the workflow.

This allows each person who is assigned a task to be aware of how much time they have in order to complete the task. The target OLAs for each task are set up to leave time for the transition between tasks and to complete the tasks themselves.

CONCLUSION

If you’re wondering why you aren’t meeting your SLAs, then implementing OLAs is a good first step in understanding why. Whichever approach you use for Task Management in Vivantio, you can use the reporting tools you’re already familiar with to review your performance, understand which teams are creating bottlenecks, and fix the issues at the source.

Topics: Service Management SLA ITSM Customer Center Customer Service Automation IT Service Automation OLA
6 min read

Tips on How to Successfully Implement Your New ITSM Software Solution

By Staff Writer on 2/12/20 9:00 AM

PREPPING FOR IMPLEMENTATION

Investing in ITSM software can be a time-consuming and expensive process, beginning with researching platforms that meet your service team’s criteria through testing various IT software tools.

Once you’ve decided on the best ITSM software solution for your team, you’ll need to prepare for implementation. Based on our customer’s experience at Vivantio, following our recommendations for having a successful implementation has resulted in long-term success with our service desk software and a greater return on their investment. Here’s how to ensure your implementation process is smooth.

LAYING THE GROUNDWORK

From the get-go, you should set expectations and have clear communication with both your service team and the ITSM software vendor, which means you’ll need to front-load the planning phase of your implementation. But, without a robust plan in place and a way to measure success, the transition to your new IT software solution will be rocky. To start, clearly define and document the following:

Abi providing a demonstration of vivantio features

1. Document the current resources you have available – include employees, teams and departments that will use the service management software, and how you will communicate to them throughout implementation.

It’s important to identify your internal implementation team. Make a list of who needs to be involved in the implementation process and how much time you estimate they will need to reserve for the process, start to finish. You can work backward from your key roll-out date and document milestones that need to be reached in order to have a successful implementation.

Vivantio’s implementation manager, Abi Welsh, recommends mapping your plan early on. “Find out what your key dates are with the resources you have. Do you need to replace an existing solution before the contract expires? What departments are involved and who will implementation affect? Think about what functions need to be live to replace the legacy system or current process,” Abi says.

You should also ensure you have a good communications plan that includes all stakeholders: IT technicians, callers, systems administrators, management, etc. Communicating with everyone throughout the process will keep them engaged and help prevent unforeseen issues that may arise.

TIP: Identify which individuals should have a hands-on approach during implementation, then appoint a few super users who can provide support and be champions for change. Also recognize that some employees might need more support, so listen to their needs and engage them early on.

2. Create a step-by-step timeline of what needs to be done by who and when.

Remember that while having an all-encompassing, detailed implementation plan is crucial to success, you don’t have to tackle implementing your service management software all at once. For example, perhaps the incident management process needs to be up and running immediately, the technicians need to be trained and the historic ticket data from the legacy system needs to be migrated in, but you don’t need the self-service portal or reporting functionality until later in the implementation process.

These are the pieces to consider and outline in your roadmap as you prioritize moving parts of your software implementation, suggests Abi. “Different business areas or functionalities may have their own deadlines. Once you have these dates set, you can continue building out the project plan,” she says.

THE IMPLEMENTATION PROCESS

Now that you’ve laid out your plan, it’s time to begin implementation. Every IT software implementation project has three core phases: the foundation, framework, and custom finishes. Breaking up the process allows others to get a handle on the basics of the software first, then mold it to fit your service team’s specific needs.

Foundation: During the foundation phase, you will begin implementing basic functionalities that replace previous service software and procedures. In this case, you might focus solely on rolling out IT ticketing software first to the service desk before other departments.

Framework: The framework phase typically consists of added functionality and/or new features and processes your company wasn’t using previously but are critical to your improved business processes, such as workflows and automation.

Configuration: Once you have determined the core functionalities of your platform, you can implement your must-haves and tweak customized features specific to your company’s needs. This could consist of setting up specific integrations, or creating ticket categories, custom forms and fields, your asset area or SLAs.

ADJUSTING THE ROADMAP

To stay on track, communicate regularly with your ITSM software vendor and your stakeholders throughout implementation. Continuously review the milestones you’ve outlined in your project plan so you can quickly see if the project is progressing as expected.

You should also be flexible enough to adjust your project roadmap because unforeseen issues—or even great opportunities you hadn’t originally considered—might pop up. If they do, discuss any necessary changes in the project to the relevant people.

KEYS TO SUCCESS BEYOND IMPLEMENTATION

Remember that implementation doesn’t stop once your service management system is up and running. Your ITSM software will need to be configured and will have ongoing troubleshooting, feature revisions, additional training and maintenance. It’s likely your team will require training on these new or improved processes to make your systems and staff more efficient.

Because it takes time to fully train a staff to use new software, you will need to spend time supporting your team post-implementation. Don’t think of this as an expense or waste of time, but rather as an investment in your employees and the organization.

man leaning over his desk writing in a journal next to a laptop

“It’s a good idea to have an enhanced period of support for all users as the new system beds in and to make sure there are clear lines of communication,” Abi says.

As you become familiar with your software, you should begin measuring its effectiveness to ensure you meet your performance goals and desired KPIs. You might also learn about additional features you can add that you didn’t originally plan on using, so keep in touch with your ITSM software provider.

Abi suggests thinking about how you can measure the effectiveness of the solution and how to address issues you encounter. “Schedule a final project review after implementation to think about how to improve future projects. Finally, once you start collecting some data, you should review and update your system reports and dashboards,” she says.

CONCLUSION

Choosing the best ITSM software that meets your key business requirements takes a great deal of time, which is why it’s important to have a smooth implementation process. Remember to follow these recommendations:

  • Make sure you set clear expectations and have clear communication with both your service team and the ITSM software vendor from the start.
  • Develop an implementation plan that includes resources, time allocation and milestones.
  • Break up the process to allow users to get a handle on the basics of the software first, then mold it to fit your service team’s specific needs.
  • Spend time supporting your service teams post-implementation for continued success.

Once your new tech is in place, your data is tracked and positive feedback given, you’ll be glad you invested in a new service management system.

Topics: Service Management ITSM Software Implementation Software Trial ITSM Solution Automation
5 min read

4 Tips to Convince Leadership you Need New Service Management Software

By Staff Writer on 1/29/20 9:00 AM

MAKING THE CASE FOR NEW ITSM SOFTWARE

No matter what industry you work in, you’ve probably lived this story before: your current software tool is outdated, sluggish, or both, and you need to upgrade it in order to increase productivity, it’s going end-of-life, or it can’t scale to meet your business process or company needs.

The challenge? Convincing your manager or the leadership team to spend time, money and resources on new software. So how do you go about making a case for a much-needed upgrade? Here are four tips on convincing leadership to invest in a new service management tool.

1. PRESENT YOUR CASE AS A KNOWLEDGEABLE AND TRUSTED EXPERT

Many employees attempt to educate leadership by explaining the specific features of what their IT tools do and how much they cost without focusing on how these tools solve business problems and how replacing a current system can have a significant impact on the company as a whole.

To avoid falling on deaf ears, approach your spending discussion by coming across as a trusted expert, suggests Okta CIO Mark Settle in his book, Truth from the Trenches. Be able to discuss both current pain points and possible solutions to them when you present your case.

You should also ask ITSM software vendors thorough questions when you approach them about their service desk solution to ensure you have all the information you need. When speaking with your manager, break down total cost and costs per unit of each current and projected future resource—software tools, employees, contractors, protocols, etc., —and how it impacts the department and business operations.

Another tip is to provide industry cost-comparison charts to paint a clear picture of standard industry statistics and best practices. For example, articulate how implementing a self-service portal can increase service efficiency, reduce inbound call volumes, and assist in routing requests to those best equipped to deal with them--all of which lead to improved service level agreements.

man working on his laptop with coworkers in background

Next, use a scorecard to discuss KPIs, expected ROI and revenue goals for your short list of the best ITSM software solutions that will not only impact your department, but others as well, such as HR, facilities management or finance. Numbers matter, so deliver concise, goal-oriented reports that reflect your current workload situation and show the benefits of investing in new or updated service desk software. (We partnered with SDI to learn how teams can measure their service management success in this webinar.)

The key to using data is to be able to connect it to the big picture and associate IT costs with business operations that demonstrate efficiencies, profitability, reduced costs, service improvement or whatever your business is focused on achieving. The more leaders view you as a competent industry expert who’s also clued into the organization’s needs, the more seriously they’ll take your recommendation.

2. GARNER SUPPORT FOR YOUR PROPOSAL

Two—or in this case, many—is better than one. If you’re frustrated with your current service management solution, it’s likely others are, too. Consider soliciting meaningful feedback and experiences from your colleagues to help quantify pain points and convince leadership that a change is needed.

You can even enlist support from managers and VPs by discussing potential benefits of new ITSM software specific to their roles and by developing efficiency strategies.

Another way to express the need to upgrade your service management tool is to gather analysis and suggestions from independent third-party consultants, either generally related to the IT industry or, if possible, specific to your company.

Also look for and consider solutions that add capabilities beyond what you have now and that can scale (either through editions or modules) so that they grow as your company grows. It's important to consider efficiencies in licensing models or multi-department use that can help drive the cost down and increase ROI. Can the solution be used in other areas of the business to replace other legacy tools or to support new processes?

Taking all of these steps and combining them with your presented data and research will help bolster your case.

3. BUILD A ROADMAP

Now that you’ve presented yourself as a leader by highlighting the reasons you need a new service desk tool, researching viable options using data, and gathering support from colleagues, you should build out a roadmap, starting with product trials and continuing on through to post-implementation.

Investing in new software requires time and money, and managers want to know what you can do to justify using resources and reduce risk of failure. Identify possible risks and provide suggestions on how to mitigate them, keeping in mind that you may need to adapt along the way.

Introducing ITSM software will also require training. In your plan, highlight any team, department or company changes that need to occur to ensure a successful transition and how you anticipate executing each change. Also consider long-term costs as your organization scales. Can you or your team manage complex changes to configuration easily, or will you be forever dependent on outside resource or consultancy?

It’s just as important to remain flexible and prepare to adjust your roadmap as necessary, as well as build in time to review, measure and refine your goals continuously throughout (and after!) the implementation process.

4. START LEAN (AND SMART)

Although some service management solutions are geared mostly for IT service teams, solutions like Vivantio ITSM can help streamline business processes because it can expand across multiple departments. Even if you are looking to upgrade to an ITSM or enterprise-level service management platform to employ company-wide, test out your roadmap on a smaller scale.

Assemble a small team of ideal users (be sure to include a variety of roles, from IT technicians to IT managers) that can test out proposed new technology focusing on a small number of key processes. Collect data, analyze the results and compare them to your current solution to see if you’ve reached your goals, then present the information to leadership.

If you show your ability to manage a software implementation on a small scale successfully while also hitting desired KPIs and ROI, chances are you will receive management buy-in. Once you do, you can roll out your IT system overhaul in chunks throughout the company.

laptop shows the vivantio home dashboard against a blurred background of coworkers


CONCLUSION

Adjusting to and eventually mastering new technologies is a continuous and necessary process, and companies must do so in order to survive. Convincing leadership to invest in your particular department can be challenging, but with a thorough plan backed by data, research, and your team in place, your boss is more likely to feel confident in your suggestions and invest in service management software that will improve business processes company-wide.

Topics: Service Management ITSM ITSM Solution
4 min read

One IT Service Management Software Tool for Multiple Departments

By Staff Writer on 1/16/20 9:00 AM

One ITSM Software Tool, Many Departments

During conversations with our customers, we discovered that various service teams outside of the IT department are using our ITSM software, thanks to its scalability and flexibility. Why? Because they are focused on a common goal: using one tool to streamline their business processes. After all, using one IT service management tool can reduce operational costs, help you meet performance goals and maintain customer service excellence.

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Flexible. Scalable.

Sharing one software tool across different service teams for business processes that require action from multiple departments allows everyone to work toward a common goal while keeping sensitive information secure.

Consider the process of onboarding a new employee.

Between submitting the job requisition form and preparing the new hire’s work environment, at least three different departments are accountable for moving this process forward successfully: Human Resources, Facilities and IT.

If you’ve been on the side of hiring before, you probably know how much time and how many resources it takes to not only find the right person for the job, but to also prepare them for the first day on-the-job training.

Here’s the good news: using ITSM software, such as Vivantio, that new hire checklist can be streamlined and automated, and, as a result, your new employee (i.e., your internal customer) will be happy from day one.

Screenshot of workflow sample


  • Bring All Your Service Operations Under One Roof
  • Streamline Interdepartmental Workflow and Communication
  • Meet the Unique Demands of All Your Service Teams

Using employee onboarding as the example, let’s take a closer look at the steps each department can tackle using one ITSM software tool while keeping each department’s data secure.

Human Resources

  • Streamline the onboarding process by reducing paperwork, receiving status alerts on important contract updates and monitoring the overall progress of onboarding
  • Eliminate redundant data such as salary, contact, and personal information by integrating your ITSM platform with your current data tools and by using dashboards and reports accessible among your HR team
  • Use self-service portals to automate e-signing new hire documents and eliminate back-and-forth requests between the department and new hire
  • Improve interdepartmental communication and coordinate timelines via trigger rules and workflows for new hire training

office-settingwith a diverse group of coworkers collaborating


Facilities

  • Send notifications alerting IT support staff to configure a new hire’s laptop
  • With automation, reduce the amount of time it takes to get approvals so the new hire can get up and running faster
  • Trigger multi-departmental events like setting up access to important business tools and company intranet for the new hire
  • Track and manage the process of setting up the new hire’s workspace, ranging from hardware installation to moving desk furniture

two laptops and coworkers reviewing documents


Technical Support

  • Asset management helps teams manage the new hire’s assets like computers and software with efficiency and accuracy
  • With integration capabilities, IT can seamlessly integrate a new employee’s technology into the company’s network
  • Manage and track the status of employee’s email account creation and necessary software installations
  • Enable new employees to find the IT information they need in a searchable online knowledge base

two male coworkers discussing technology support options over their laptops


Conclusion

These examples from our customers aren’t the only way you can maximize the use of ITSM platforms. Overall, service management software can reduce operational costs, streamline processes and allows you to maintain customer service excellence across the entire organization. When you’re ready to jump on the ITSM platform bandwagon, make sure you consider the type of service desk you plan to operate and take a holistic approach to serving the needs of multiple departments, ensuring your business is running as efficiently as possible. Your customers will thank you for it.

Topics: Service Management ITIL ITSM Reporting ITSM Vivantio
3 min read

The Differences Between Help Desk and Service Desk and Why it Matters

By Staff Writer on 10/30/19 9:00 AM

HELP DESK VS. SERVICE DESK

The debate on the definition of a service desk versus a help desk has been ongoing, and companies find themselves asking questions around IT desk nomenclature, strategies and scalability. Although determining the difference between terms “help desk” and “service desk” seems like a crucial first step, what might be even more important is considering the type of service desk you want to be.

graphic with itsm at top service desk in the middle and help desk at the bottom

Before we explain why this is important, let’s clear up some of the confusion surrounding the terms “help desk” and “service desk.” In short, think of the service desk as an ecosystem and the help desk as a piece of that ecosystem (a square is a rhombus, right?). A help desk may consist of a smaller team with a primary objective to resolve specific incidents (a broken printer, for example), software and hardware glitches, and ticket management–all of which service desks do, too. Help desks are point solutions and typically reactive.

A service desk, however, is more business-centric and built on core ITIL principles and the five stages of the service lifecycle, which are:

  1. Service Strategy: design, develop, and implement strategy and business goals of ITSM
  2. Service Design: create design and develop processes that support service strategies
  3. Service Transition: transition services from development to operation
  4. Service Operation: review and deliver services
  5. Continual Service Improvement: review, assess and improve strategies to provide better service

This means service desks often tackle strategic business needs, provide service request solutions and a knowledge base to end users, and oversee incident and change management and IT processes and functions.

Some features commonly found within a Help Desk software typically include:

  • Ticket Routing and Management
  • Limited Automation
  • Asset Management

Some features commonly found within a Service Desk software typically include:

  • Change and Release Management
  • Self-Service Portals
  • Knowledge Base


WHY IT MATTERS

The reason it’s important to determine the kind of service desk you want to be is because you should invest in a system you can grow into, not out of.

Some smaller companies implement a help desk SaaS solution that focuses only on being IT-centric instead of IT service-centric, which may be all they need.

But other companies often outgrow the platform’s limitations and soon after look to upgrade, which can be time-consuming, expensive and require additional resources and training than originally planned for. And, given that service management solutions aren’t just for IT departments anymore, the need to expand your ITSM solution is common.


THE (IT) SOLUTION

To avoid outgrowing your software solution, consider the capabilities of the platform from the start. Does it offer typical help desk features as well as service desk management, such as a self-service portal, a knowledge base and automation? Does it follow ITIL processes? Be diligent in your research of your future service platform to ensure it–and your business–can succeed.

Topics: Service Desk Software Service Management ITIL ITSM Vivantio ITSM Solution ITSM Tools