by Wayne Halverson
"Seems so simple, why can't I get one up and running quickly?"
Those thoughts have no doubt crossed the mind of many a person tasked with setting up a Service Desk or Help Desk for their group, department or even company. There sure are a lot of Service Desk vendors to choose from, or maybe you build your own instead of buy?
Immaterial of whether you are building or buying your Service Desk, "efficient," "easy-to-install" and "fast times to production" are the words every manager wants to hear. Getting your service desk into production quickly proves that your investment is giving you value now, not some time down the road. If you're building, only you know if delivery will be fast. Of course with buying, a little voice says, "but what is the quality when I get it so quickly?"
Well, the quality should be based on ITIL processes and the real-world, hard-knock experience of implementing that standard. Quality should reflect the best practical implementation of ITIL within the realm of company culture and the need to get current, if not immediate, value from a production deployment of your Service Desk.
And if I said you could have all of the above, would you believe me?
The IBM Tivoli ATG Team has created another Process Content Package for Service Desk implementation with SmartCloud Control Desk. Based on the lessons learned from the Service Catalog package, we brought the 2nd package to market this past week.
Install it alone or with the Catalog; they both work. Add your own client-specific data and bingo, in a day or so, you have your Service Desk running in production--if you want that outcome. You get it fast and you get the quality you demand and require.
The Service Desk package provides a prescriptive approach to your Incident and Service Request management. Get them as e-mails, phone calls, or through self-service; these tickets show up in your pre-defined Start Center. The workflows to process them are installed ready to use with a "one button" wizard to move the tickets through L1 and L2 as necessary.
If you thought the tickets could only be for IT, think again, there are codes to classify them for Facilities and Human Resources too. This is NOT a single-function Service Desk--this is a SERVICE desk for your ENTIRE company! And for you Service Desk Managers, the security is defined for Agents, Analysts and you. Service level agreements are auto-populated depending on your decision matrix, not the systems. This Service Desk is ready to go. Are you?
Once again we used Control Desk applications that will never limit your growth or the increased demands of your customers.
Did I mention this comes at no extra cost? Once you have SmartCloud Control Desk, you can download the Service Desk content pack from the ISM library
at no charge.
*The postings on this site are my own and don't necessarily represent IBM's positions, strategies or opinions.*