Map your processes
Before shopping, organizations must develop procedures for managing incidents, change requests, problems and create flowcharts. “In this way you what to do, who does everything and how the process flows,” says Steve Villalpando, director of IT governance Virginia Farm Bureau Federation. “Once you have defined the mapping process is repeated to everyone and you can choose a tool that supports it.”
Don’t go too fast
Before implementation, take the time to write yours expectations of a help desk tool and what you want to accomplish. “There are many little things that need to be configured and if you do something wrong at first, it can affect you in the future,” says Bob Kay, director of operations Vistex.
A balanced approach
Organizations must invest heavily in their people, processes and technology. “If I have on my help desk beginners , no matter what tool will they use, they will continue to work as novices” says Jeffrey M. Brooks, research director at Gartner. “Many organizations put much focus on software as an integral component of the help desk, when really it is not. Technology is just a tool, but not the solution to everything. “