Column: Pretty Useful, that Self Service Desk!
The end of a long and intensive implementation is in sight and the IT manager, service desk staff and TOPdesk consultants are wiping the drops of sweat from their brows. The processes have been mapped out, all the necessary training has been completed and responsibilities have been assigned; the only thing left to do now is actually begin working with the application. In many cases, this involves callers logging their own calls in the Self Service Desk. Yet the telephone continues to ring and colleagues keep dropping by with requests to fix this and that. This wasn’t part of the original plan!
All too often, the perception that many callers have when new software is introduced into their organization is of complex, inconvenient, slow, time-consuming and unclear procedures. However, at TOPdesk it is of course easy for us to claim that logging calls in the Self Service Desk is actually quick, easy and worthwhile. Yet we are more than aware that the implementation of an application will no doubt bring with it numerous changes. Unfortunately, as a result, many are deterred from putting a Self Service Desk into operation during the early stages. An IT or Facilities department’s good intentions are annulled by the force of habit in the remainder of the organization. This can be contested by promoting the benefits that the Self Service Desk brings. As head of the Communication & Design department at TOPdesk, I have regular contact with clients who are in the process of implementing TOPdesk and, subsequently, wish to encourage use of the Self Service Desk. It is often difficult enough to generate enthusiasm for purchasing an application in the first place, and thus one is relieved when the right support finally becomes available. Project leaders in IT and Facilities departments live for the moment of going live. Yet there remains a great big gaping hole that needs to be filled; that is, a communication portal for the callers. Generating enthusiasm towards accepting a new application and set of procedures is often considered something that will develop of its own accord. Yet, in practice, this is often not the case. Simply informing callers of a new application and set of procedures is not enough. "That’s great; but what has it got to do with me?" is often their response. Nevertheless, it is important to convince them that using the Self Service Desk is a real benefit and that by adapting to the new procedures their lives will become easier. From now on, callers can both log and keep track of calls easily and quickly, saving them time. They will also begin to notice that their queries and problems are being resolved in less time. To encourage callers to use the new Self Service Desk, the Dutch Designers Collective (formerly part of the Communication and Design department) has collaborated with TOPdesk to offer a unique service. The idea behind it is to draw up a communication plan together with the client in order to promote use of the Self Service Desk within the organization. This can be done using promotional material in the organization’s corporate design, by producing technical documentation to explain the ins and outs of the Self Service Desk or even by organizing an official kick-off. Finally, frequent and clear communication with your clients is key to closing the communication gap and rounding off a TOPdesk implementation. Promoting the introduction of the Self Service Desk will reduce or even combat the practice of inundating service desk employees with requests during coffee breaks. Support specialists now dare to leave their workstations without fear of being chased after by every Tom, Dick and Harry with requests to resolve all their problems. They now have time to work in peace and perhaps even receive a compliment here and there about the improved service. It seems that a Self Service Desk is actually pretty useful, after all.
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