1. Map your processes
Before shopping, organizations should develop procedures for managing incidents, change requests, problems, and creating flow charts. "This way you know what to do, who does what, and how the process flows," says Steve Villalpando, director of IT governance for the Virginia Farm Bureau Federation. "Once you have defined one, the mapping process is repeated by everyone and you can choose a tool that supports it."
2. Don't go too fast
Before proceeding with implementation, take the time to write down your expectations of a help desk tool and what you want to achieve. "There are a lot of little things that need to be set up and if you do something wrong at first, it can affect you in the future," says Bob Kay, COO of Vistex.
3. Take a balanced approach
Organizations must invest heavily in their people, processes, and technology. "If I have beginners in a helping desk, no matter what tools I bring, they will continue to do the job as newbies," says Jeffrey M. Brooks, research director at Gartner. “Many organizations put a lot of focus on software as an integral component of the help desk, when it really isn't. Technology is just a tool, but not the solution for everything helpdesk jobs near me. ”
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