Appropriate technology to handle basic trouble ticket requests is really a no brainer for IT organizations who have enough IT expertise in house or out sourced IT resources to get a basic help desk system installed or hosted. It’s a natural for IT departments to install and configure our help desk software but challenging for other departments like facilities, maintenance, HR, accounting, transcripts and records, that don’t have the initial expertise to perform the initial install and configuration. These other groups can still greatly benefit and self manage the help desk implementation once installed but for many departments or organizations, these non IT departments get stuck in the Help Desk Implementation Hump!
The single most important catalyst to getting a help desk ticketing system launched for other groups is often tasking your IT resources to help other groups like facilities evaluate, install and configure a simple help desk for them. Here are some other recommendations to help you get over your Help Desk Implementation Hump for other departments.
Recommendation #1:
Get your IT group (internal or outsource) to work with the whole company as a team player rather than just a support function.
Almost every company and organization in the world now has some IT related group – internal or outsourced, for computer repair, Internet and network connectivity and the maintaining various email and web hosting services for their businesses. In addition to day to day handling of technology fires and servicing of PC repair and basic infrastructure, they should also be tasked at evaluating and installing simple, affordable help desk applications like Web+Center for other groups.
Recommendation #2:
Don’t Delay – From a vendor perspective, I see many companies and organizations who seem to fear commitment to some technology enhancement to their processes and get stuck in continual (month to month to year to years) cycle of briefing looking at solutions but never really pulling the trigger on any new solution!
Make NOT implementing a help desk or ticketing solution NOW a big part of the justification to move ahead. The risks and costs to implement a simple help desk like Web+Center is very small and potential rewards is huge. Delay is the worst option.
Recommendation #3 – Scale and scope your ticketing system small to start for a successful launch and don’t seek approval!
Don’t seek approval for your Web+Center installation
This is certainly one of the biggest issues we have found with clients who get stuck in the Help Desk Implementation Hump. A single group within an organization or company may have a simple requirement for some ticket tracking system to help solve internal or external service request type issues. It is easy for a single group’s desire to install something like Web+Center spun into a new project that grows into a large system for many departments and many new requirements that were not part of the original groups get combined and discussed for weeks, and months! This ends up stalling the original group from getting their ticketing system install for months or years. We have found many groups were successful in their Web+Center implementation by simply installing it and configuring it WITHOUT official permission. We offer FREE 3 month full evaluation licenses for all those gorilla workers out there willing to just install without seeking full departmental or corporate approval processes.
As a vendor providing the Web+Center that we know works wonderfully for clients, we find it sad and frustrating to talk to clients who for one reason or another get snagged in the implementation hump! It’s also not a matter of the clients finding other solutions and implementing them.. most get stalled in implementing ANY help desk / ticketing system!
As a existing Web+Center user, you are already familiar with the installation, benefits and productivity of a solid help desk ticketing system. Installing and helping assist another group with a separate Web+Center installation is a fairly easy task.
Hopefully these recommendations will help to automate other groups with Web+Center in 2017!