Consultancy Beyond ITSM Implementation to Support Continual Improvement

ITSM Implementation
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The first day of implementing your IT service management (ITSM) tool is one of the most crucial, right? You spell out your requirements, essential processes, and wildest desires for the tool, and before you know it, your consultant has provided you and your team with the necessary training. While the training is thorough and educational, soon the consultant is no longer sitting beside you and you need to put in place all you were taught as you adopt ITSM in anger. So, what happens after this initial ITSM implementation?

For some, the first few times “flying solo” are a scary thought. For others, the experience might remind them more of their first trip to a new doctor.

The way I see it, implementing a new technology solution is a bit like registering at said doctor’s surgery. You book your first appointment, get to the surgery (for the appointment), sign the appropriate forms, and maybe even take a surgery tour. But it doesn’t end there. Time and time again you visit the doctor for different reasons and to solve different issues and ailments.

It’s the same process for you and your ITSM consultant.

The first day using your service management solution is important. But for your service desk to be as efficient and intuitive as it can be, you’ve got to continually improve your knowledge and use of the tool. The best people to guide you along the way? ITSM consultants. After all, they should be experts in ITSM implementation.

The first day using your service management solution is important. But for your service desk to be as efficient and intuitive as it can be, you’ve got to continually improve your knowledge and use of the tool. Here's why. #ITSM Click To Tweet

A tour of your new service

The tour of your new doctor’s surgery was impressive. She uses automation to schedule appointments, artificial intelligence for diagnosis and treatment, and patients can sit and game with a virtual reality headset while waiting for their name to be called.

However, what you really want to know are the gritty details of how this service is going to work for you on a basic level. Sound familiar at work too?

A new ITSM solution comes with many impressive features, promises of foolproof key performance indicators (KPIs), and futuristic development plans – it’s all great! Your customer base, however, isn’t too bothered about these features right now. They just want their service experience to be smooth and painless.

The first few consultancy sessions are, therefore, vital for setting strong foundations for your service management solution. You want to implement the basic features perfectly to ensure that you’ll get the most out of any exciting features available to you in the future.

The first check-up post ITSM implementation

You’ve booked your first check-up (consultancy session), and it’s going to be thorough. The doctor is eager to learn all about your health history, the services you’ll need, and any pains that you’ve been trying to work through.

Your doctor wants a comprehensive overview of your specific situation. That way the medical team can cater to your basic needs while considering any services that may be of use in the future.

The same is true is your initial service management solution consultancy. When listening to the initial requirements of your service management tool, the consultant will be thinking similarly to your doctor.

What processes are vital for the day-to-day operation of your business? How can past pains be eased through the new service desk? Can the efficiency and effectiveness of the service desk be improved both now and in the future? There are likely many other initial questions related to your ITSM implementation too.

This article via @TOPdesk explores how getting started with your #servicedesk tool is much like visiting a new doctor for the first time... #ITSM Click To Tweet

Everything’s running smoothly with your ITSM implementation, until…

The anxiety and stress of meeting your new doctor has subsided. At this point, you understand what to expect from your physician, can book an appointment with ease (for both yourself and your family), and have logged into the surgery’s self-service portal to ensure your personal details are up to date.

Everything is going smoothly until that is you come across a problem. For example, there’s medication that you need to take every day and you’re running low. The self-service portal is running an error code when you try to order a new prescription. It seems the doctor must approve it first, but you can only order enough tablets for a month each time. So, a solution needs to be reached to avoid the time-consuming process of visiting the doctor every month.

As with the service at your doctor’s surgery, service desks encounter operational snags now and then. Some of the issues you’ll be able to solve yourself, others might be more complex problems that require a change of approach or processes.

If there’s a technical issue, your solution’s support service are the best people to help. If there’s an issue that calls for a change in the way you work, then it might be time to enlist the help of your trusted service management consultant. Why struggle with ITSM implementation issues when help is readily available?

This is why we introduced the concept of Dr. TOPdesk

The team of consultants I lead at TOPdesk are ITSM doctors when it comes to helping our customers overcome issues they’re having with our solution. Fittingly, we host one-hour Dr. TOPdesk appointments online or on-site to solve a variety of issues, such as project feasibility, information about a new module, tips and tricks, Q&A sessions, and advice and improvement.

It’s routine to book an appointment with your doctor to get expert advice and assistance for an issue you’re facing. It should be the same when facing an issue with your ITSM tool. After all, ITSM consultants are experts in their field. Just like doctors, they’ve likely seen the ITSM implementation issue before, can guide you to the best solution, and provide the knowledge to make sure it doesn’t occur again.

Using consultancy for continual improvement

The monitoring of our health never stops, there’s always ways we can improve, whether it’s more exercise, a healthier diet, taking regular vitamins, or even a routine operation.

What does this have to do with service management? Well, the same theory applies. To achieve the most efficient and logical use of your ITSM tool, you must practice continual improvement.

To achieve the most efficient and logical use of your #ITSM tool, you must practice continual improvement – @TOPdesk. #servicedesk Click To Tweet

Utilize the knowledge and expertise of your ITSM consultant to achieve optimal health for your ITSM implementation. The development of technology for service management is ongoing and you likely want to be able to enjoy the new features, So, it’s vital to ensure that you’re always making necessary improvements to your solution.

For those readers who use TOPdesk, please feel free to book a one-to-one Dr. TOPdesk session at 

Head of Consultancy at TOPdesk

Sumit is the Head of Consultancy at TOPdesk UK, and has worked with service organizations all over the world to improve their service management processes and strategies, from the U.S. and U.K. to Iraq and Kazakhstan. He’s also a regular presenter at service management events across the globe.

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