How do you know it’s time to replace your IT service desk software? Unfortunately, there is no pop-up that appears within the application, warning you, “REPLACE ME.” Moreover, there is no single rule that can tell you the time has come. Rather, there are multiple factors that suggest you need to pay attention.
When asking yourself, “Do we need a new solution?” here are the five major signs that you need to bail out.
Tweet this: Your ITSM solution doesn’t have a “REPLACE ME” pop-up, so if you are experiencing these 5 challenges, it could be time for a change.
1. Support representatives take too long to resolve issues.
How quickly are your reps getting through issues coming in? Many factors can contribute to lengthy resolution times. Maybe they’re stuck handling a crisis, your ITSM processes are too complicated, or, even worse, multiple people are working on the same incident without knowing it.
Overall, a strong indication that you are taking too long resolving issues is unhappy customers. If you often get multiple calls because resolving an issue is taking too long, you may need a new ITSM tool that can more effectively automate processes and establish better controls.
An ITSM too with powerful IT workflow automation frees up time to resolve tickets faster and develop other proactive initiatives for your IT organization.
2. Knowledge is undocumented or inaccessible.
Does your service desk treat handle recurring issues as though they are brand new? This problem usually occurs because basic information is scattered, rather than centralized, resulting in reworks, inconsistent service and wasted time. The key is to get this knowledge out of the representatives’ heads and accessible to the entire service desk.
All too often, representatives sit in their own locations and take their calls without communicating valuable information to each other. In other cases, teams do share, but they input information into an off-board wiki. You don’t need a big rally to get everyone to agree to start sharing knowledge with each other.
A new ITSM tool that has knowledge management capabilities would not only encourage the sharing of knowledge but improve the efficacy of its use. You’d have the capacity to capture knowledge inside the solution and put it at the service desk’s fingertips.
3. Happy customers are hard to come by.
Is it difficult or impossible to track customer satisfaction and agent performance? Beyond an agent’s own interpretation of the happiness or frustration level in a customer’s voice, there may have no way to legitimate way of quantifying satisfaction (or lack thereof). Without a good handle on service desk performance and its effect on customer satisfaction, you likely don’t have a baseline from which to track improvement against strategic changes to your service.
Your ITSM tool should offer a way to capture this information easily, both from the representative and the customer.
Or, maybe the problem is that you can get a clear picture of customer satisfaction, but it’s not a pretty one. And it’s not improving.
You need an ITSM solution that helps you gauge customer satisfaction, as well as identify the types of factors that may be pointing the customer satisfaction arrow downward. If your tool doesn’t provide such capabilities, it’s probably time to begin evaluating alternatives.
Tweet this: Is your ITSM solution impacting customer satisfaction? Then it may be time to look for a new product.
4. You fail to capture, extract, or use data to make decisions.
Your inability to make data-driven decisions could come from too little data on each service request. Perhaps your ticket fields don’t address the right topics or take too long to fill out. And, if this poor experience drives users to seek service outside the ticketing system, you will have no trackable data on incidents. The information remains stuck in emails or on sticky notes.
Without all this information in the system, you have no way to get a full, accurate picture of your service desk activity. You’re unable to answer questions like, “Who is contacting the service desk most often?” Or, “What is the most common service request?” If you can’t answer these questions, you’re unable to allocate resources or modify processes based on anything but guesswork.
A new ITSM tool should allow you to input and extract the type of data you need to make smart decisions.
5. Your vendor’s licensing model is inflexible or downright “unfriendly.”
You may need a new ITSM solution if you feel you’re at the mercy of vendor pricing. Does your vendor surprise you with hidden server fees, additional application costs, or extra end user fees? What’s the point of having an extensible solution if they are going to charge for every possible add-on?
Fortunately, there’s an alternative: vendors who provide simple, straightforward and flexible software licensing models. You pay an all-inclusive, up-front price for all standard apps whether you choose SaaS or on-premises deployment. Better yet, find a vendor who will allow you to easily switch y at our deployment model at any time based on your shifting business or financial needs.
Pay Attention to the Signs
If you’ve found yourself nodding as you’ve read this list, it’s time to consider a new ITSM solution. Set a goal for your service desk’s success, outline the process it will take to get there, and find the ITSM solution that will best support it.
Looking for a new ITSM solution? Check out Gartner’s recently released Magic Quadrant for IT Service and Support Management (ITSSM) tools for a review of the top 10 vendors, along with their relative strengths and weaknesses.
About the Author: In his over 12 years in the IT industry, Greg Gielda has held a wide range of roles including Service Desk Manager, Production Manager, Change Manager, and his current position, Director of Professional Services at Flycast Partners. From this experience as well as certifications such as ITIL V2 Master and ITIL V3 Foundations Certified IT Professional, Gielda provides excellent consultative skills in ITIL best practices to achieve smooth implementations and operations. Gielda also delivers the equal-parts humorous and insightful content for Flycast’s webinar series.