2. Helping End Users must be Fast

Since the district automated the processes, what’s changed? “Our service desk helps end users much more quickly,” said Galipeau. “Now, when a call comes in, operators open an incident card, enter the most important details, and save the information. It’s great to have everything in one clear overview: customer conversations and conversation history, for instance.”

Answering the same user questions has also become a lot easier, too. “ITSM lets the school’s service desk record answers to recurring problems in the knowledge base,” said Galipeau. “Operators are automatically alerted to possible standard solutions based on keywords.” Has the operator found a standard solution? They simply add them to the incident.

With 26 employees spread across the district’s facilities, it’s important to keep an overview of who is doing what. “On the dashboard, service desk staff see how many calls are coming into the service desk, who is handling which call, and the status of each call,” said Galipeau. “Tasks are passed on to a different operator in a single click. Incident management makes this easy: All information is registered on one card, giving the service desk operator the information they need at the touch of a button.”

3. Ensure Better Customer Communication

Communication with users has improved tremendously. “Users who send a service request can now see the status of their calls in the ITSM portal,” he said. “When the incident is resolved, users are notified automatically.”

The success of the district’s service desk goes farther than automating their processes, as Galipeau explains. “We now have audit capabilities and a priority matrix, which helps us address higher priority issues.” Plus, reporting is a lot easier. “With more than 3,600 staff across dozens of locations, the IT team is able to examine and understand what people across all the schools are doing with regards to training.”

The district moved away from an ITSM system that was difficult to use and lacked functionality and insight into processes, to one that meets its specific IT needs—and the results have been rewarding for all involved. The change has not only been refreshing, but much needed for the renewed vitality of the organization.

About the Author:

Nancy Van Elsacker Louisnord is president of TOPdesk.