*by Marcelo Torricelli
Technology is a resource that permeates all areas of companies, thus, seeing the service desk as a department (ITSM) is to reduce a strategic understanding that this area actually has. The integration of IT management in all departments, which in the market is called ESM (Enterprise Service Management), facilitates the provision of internal services, speeds up the resolution of issues, makes the operation more fluid and also offers better experiences for customers, whether internal or external.
The integrated solution creates shared responsibility across departments, as the process includes a group of people responsible for each task. IT without intelligence only works for emergencies and with an ESM system it is possible to determine rules and indicators that organize the calls, according to their urgency. For example, at the service desk, the report of a noise on the notebook has a lesser degree of importance because it does not prevent the user from working, when compared to the unavailability of internet for all employees of a company. Only through the intelligence of technology management is it possible for the system to automatically scale each need.
When determining these rules, it is important to use three basic questions to classify tickets: with this problem, can the employee do the work? Can the employee work partially? The employee is unable to work? Faced with a robust solution, the technology assesses the issues and cross-checks the following questions: Does the problem impact an employee? Does it impact a department? Or does the problem impact the entire company? After this careful evaluation, a matrix will scale the importance of the call. This is an interesting question to assess when adopting a service desk solution, as this process is considered a good market practice.
A good practice is to opt for an intuitive and easily accessible solution, as in most cases, an HR employee, for example, is not usually an IT expert. To illustrate, think about the arrival process of a new employee, that after hiring someone needs to send data to finance about payments and tax obligations, the training area so that they know about all the company's processes, IT to release all system accesses and then notify the manager of the progress of each step. Performing this journey manually makes the integration process very time-consuming and the employee ends up being idle, as he does not have all the requirements to work with.
With an ESM solution, everything is done automatically and it also allows both managers and employees to make comments and provide feedback on the experience of joining the company, facilitating the integration of new employees.
In fact, employees just need agility for their problems. This issue was even more evident by the home office, because when there is an IT problem, it is difficult to know how to solve it. Thus, having a solution at hand that addresses the problem is essential. In addition, the ESM centralizes services to resolve business-wide difficulties.
According to a global survey by Forbes Insights (July 2021), only 33% of CIOs believe that their data management infrastructure is efficient so they can get relevant information from their systems. As a result, two-thirds of IT leaders need to capture and manage data, which will take the management and analysis of these records to a much higher level.
For some time now, one of the biggest problems facing companies has been departmental silos, bubbles and groups of people who only talk to their peers. With the use of an ESM solution, it is possible to break local barriers and create a centralization of information and services, democratizing data and information, bringing everything to a single system accessible to everyone who needs it.
Digital transformation is another aspect favored by the comprehensive technology management solution, or ESM, as it helps to eliminate inefficiencies between people, technologies and processes, to break down barriers, increase scalability, promote the automation of processes or tools and collaboration between people.
*Marcelo Torricelli is Business Unit Leader at TOPdesk.
Notice: The opinion presented in this article is the responsibility of its author and not of ABES - Brazilian Association of Software Companies
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