Businesses rely on IT solutions to remain agile in the marketplace. Market challenges are increasingly difficult to overcome, so the need for better, more robust IT services is greater as well. For service providers and internal IT departments, improving business IT services is a crucial step to take to keep up with market challenges.
There are a lot of things you can do to improve the business’ IT services too. In this article, we’re going to focus more on the applicable strategies that you can implement immediately to gain competitive advantages against other businesses on the market. Let’s have a look, shall we?
Extensive IT training
While the focus of IT service improvement may be IT infrastructure and solutions, the first step you want to take is improving the people – team members within the company – and preparing them for the challenges ahead. A robust IT infrastructure is only established when every part of the company is involved in building and maintaining that infrastructure.
Extensive IT training should be given not only to those in the IT department but also to team members in other departments. Everything from essential solutions usage training to advanced IT and information security courses will help increase the business’s readiness in implementing advanced solutions and relying more on information technology.
Training should also be given to strategic decision-makers, particularly those who will affect how decisions related to IT services are made. A better understanding of IT services will help keep the policies around your business’s information technology in line with future goals and long-term objectives. People are the first foundation of the rapid growth of your IT infrastructure.
Unified IT services platform
Delivering IT services is easy when your business is relatively small and straightforward. Add complexity to the mix – and additional team members to the service desk – and the whole thing becomes a big hurdle. When you have a complex IT infrastructure supporting the business, the added complexity only makes managing IT services more difficult.
There is no better time to reduce the complexity of your IT services than right now, and there is no better tool for the job than the IT service management suite from TOPdesk. The entire suite is designed for business needs, particularly for businesses that want to make managing IT services easy regardless of the infrastructure design.
The ITSM solution from TOPdesk doesn’t just offer tools for managing IT services. It comes with features that help you manage everything from incidents to digital assets as well as workflows and resource management. By unifying the management aspect of IT services in one platform, you also gain additional benefits such as better visibility of the entire infrastructure.
Make it self-service
The implementation of solutions like ITSM from TOPdesk has one additional benefit: the ability to make IT services more independent. Instead of relying on a handful of support officers, you can easily create a self-service IT portal for the entire team as well as external stakeholders. The portal could have an extensive knowledge base and other resources that automate IT support.
Making IT services more independent while centralizing your support platform is how you increase customer satisfaction. When you treat business IT services as, well, services, you begin seeing internal and external stakeholders as valuable clients whose satisfaction level needs to be maintained. This, in turn, drives focus on excellence and makes improving IT services a priority rather than an option.
Another bonus you can gain from creating an extensive knowledge base and a self-service portal is efficiency. Some of the services that users usually require can be eliminated when the users themselves can troubleshoot IT problems on the spot. Detailed guides and other resources will also increase the business’s IT capability in general.
Monitoring and evaluation are essential parts of IT services today. There are KPIs and metrics to monitor to measure the effectiveness of your IT services. At the same time, you want to look at metrics associated with user satisfaction to make a real improvement to the services you offer. Once again, a unified IT services platform helps make monitoring more streamlined.
KPIs are clear indicators of continuous improvement. For KPIs to be useful, however, you need to set target KPIs and measure performance as you make improvements to your business’ IT services. Achieving the goal KPIs is essential, but the primary focus is on period-to-period development. You will miss your targets once in a while; as long as you are improving, missing targets can be a source of valuable lessons.
Monitoring is also crucial for streamlining processes. You’ll start seeing repetitive tasks and service requests on your ITSM platform. You can work towards shortening lead times and making sure that requests are fulfilled quickly and effectively. On top of that, you will see ways to improve your IT services based on usage patterns.
Constant monitoring brings plenty of insights that can later be used to improve processes further, and the way you improve IT services is by automating repetitive tasks that you discover on your platform. Tasks such as reporting incidents and updating IT services are the kind of functions that can be automated.
Automation allows for human operators to be more productive. You can deliver more services and cater to more users without actually expanding the IT service team. You are not only boosting efficiency but also improving the quality of services; this is because automation minimizes errors and mistakes commonly caused by human operators.
The ultimate benefit of automating IT services, however, is scalability. Through automation, the entire IT infrastructure can grow – or shrink – alongside the business without complicated operations or additional configurations. A few lines of codes handle everything, and you can direct resources to other, more important tasks within the business.
The challenges of 2020 are just around the corner. There is no better time to start improving your business IT services than right now. Now that you have the tips and tricks – and the tools – to use, you can begin upgrading your IT services and leveraging IT to grow your business faster.