Agile is one of the latest and most popular IT concepts in the present times. It not only covers the aspect of software development but is also considered as a highly collaborative project management tool which designs solutions through cross-functional and self-organised teams. The solutions are delivered rapidly in a dynamic and continuous manner.
In reality, the Agile approach is often hindered by service desk principles. The later, we know, is more deeply rooted in rigid ITIP processes. As a result of the hindrance, not only Agile losses its efficiency but business is also affected to a huge extent. This is how, explains an IT professional in London, instead of boosting up IT support and services the desk is performing just the opposite.
What is the solution to overcome this roadblock?
Professionals involved in providing businesses with IT support in London are of the opinion that the first step to find solution to the problem lies in understanding the root of the problem itself. The long-standing myth about the service desk is it controls the IT environment end-to-end whereas in reality it does not. This misconception itself is the cause behind the problem discussed above.
It is a fact that service desk employees troubleshoot issues but it is also true that they make use of resources from the wider IT environment in doing their job.
Today, the IT environment is greatly revamped as compared to the past. There’re varieties of devices available, users possess a greater knowhow and expect instant solutions to problems. In this changed environment, many service desks have earned reputation of being slow and unhelpful. This negative reputation is unfavourable for service desk to gain trust of businesses.
The objective for the service desk is to build the bond of trust between a business and its IT team. The objective may seem to be very simple but in reality it is quite challenging to achieve. Adopting certain Agile aspects prove helpful improving the situation. One aspect in particular proves effective in rebuilding and retaining the trust in your IT teams. But the aspect has to be applied skilfully or else it won’t make much difference. To cut a long story short, it is important to remember that ideally individuals and interactions must always enjoy precedence over processes and tools
Making the concept of precedence mentioned above as the key, you should focus on the following 3 areas or aspects to achieve your goal.
People relationship management
“You people slow me down”
This is a very common and frequently heard allegation for service desk professionals. Users are aware that when they contact the IT service desk, they have to wait till a ticket is opened, then they will be asked to reboot and perform a series of steps as instructed. This lengthy chain of events makes them feel their problem is not being attended to.
On the other hand, you may think your users are too demanding. But before you think so, ask yourself how better your service desk knows these people. Which is the point in the system from where they are considered as people and not as open tickets?
If you really want to improve reputation for your service desk in serving internal customers, please do the following:
- Do focus on them
- Also focus on their work and
- Empower them
People are more important than both processes and technology combined together. If helping people solve problems is vital for you then you’ve to make your people feel you are on their side.
Keeping track of personal facts of your internal customers proves helpful in gaining their trust and confidence on your system. This is a tried and tested way to improve the quality of communication and make your customers feel they are important and valued.
Include core business-related metrics on your performance dashboard
It is important for both dashboards and metrics of IT service desks to report facts that are relevant to the people they serve. But in most cases it is found that IT reports include only the metrics that are crucial only to IT and not to end-users.
One of the best things about Agile is it assigns greater importance on people than on processes. In accordance to this approach, you should focus on end-results and include metrics relevant to those results for business improvement.
There are multiple ways that IT service desks can boost efficiency and respond faster to users’ problems. One of these ways is automating tasks that are repetitive. When you automate those tasks, accurate and up-to-date information is available fast to feed your system.
Automation not only caters to your end-users but also empowers your team to exhibit their technical knowhow more and engage themselves thoroughly into the aspect of problem-solving. This will also build more trust in your IT team.
Totality Services is reputed in providing end-to-end IT support for small businesses in London. Experienced techies associated with this trusted IT agency have something to share on the ongoing aspect. They suggest sticking to the ‘people before processes’ approach to uncover appropriate solutions to all your relevant problems in course of time.