We see many MSPs and management organizations struggling with the ticket system: users want self-service, process automation is the new norm, and we see "Microsoft unless" virtually everywhere. As the "spider in the web," the ticket system acts as the connector, but the well-known systems are not keeping up with trends and innovations, simply do not fit, or are gradually becoming unaffordable. What now?
For many years, we have been conducting interviews with the end users of management organizations and service desks that we assist in improving services and processes. There is a unanimous desire, almost a demand, to innovate processes towards self-service and to automate them as much as possible.
On the "supply side" of ICT and facilities, we see that departments are quite willing to go along with this, but that it is meeting with considerable resistance. Usually, the following top 5 emerges:
- Our users are accustomed to the current ticket system.
- We do not see a return on investment (ROI) in a business case for replacement.
- Our service desk/administrators are familiar with the current tooling and processes.
- We are too busy and keep putting this off.
- We simply do not receive enough support, even though this is essential innovation for us.
You would think these are all valid motivations. Well... no: fortunately, there are now alternatives to refute all five motivations, allowing innovation to finally accelerate. We would like to briefly explain each point based on our experiences in combination with ITSM360 as a tool:
1) Users are happy to get used to something new, if it immediately results in higher satisfaction.
- Before we embark on improvement projects aimed at enhancing processes and services, we first conduct interviews with a number of stakeholders. We do this in a very targeted manner, focusing on a single service and the associated processes. Think, for example, of the workplace service and the inflow-throughflow-outflow process. We then have this assessed and involve people one-on-one in the intended improvements. With our expertise and experience, we can then quickly indicate what these improvements could yield in terms of both quality and, for example, savings in time and money.
- We are happy to give an example of this, whereby the inflow-throughflow-outflow process for, say, workplace services can be offered via self-service. Every user then unanimously wants this to happen, even if it means they have to request it in a different way. In short: show improvements and everyone will be eager to get used to new tools and working methods.
2) Choose the tooling that fits your ecosystem and ROI is guaranteed
- Unfortunately, our experience was that there was no ROI when replacing the ticket systems we all know. In fact, on average, they only became more expensive. Management demands that there be an ROI, otherwise it is a waste of valuable time and the required adaptation. But we see that virtually every company has a huge number of Microsoft solutions, even if there is no focus on Microsoft-unless as a strategy. And then, as far as we are concerned, it's simple: Microsoft-unless, that includes your important ticket system.
- If you use existing Microsoft solutions in combination with ITSM360 (100% Microsoft), you suddenly also benefit from the power of integration: all your Microsoft solutions integrated within your ticket system is a powerful combination. Combine this with Microsoft's PowerApps, which enable you to offer self-service and automation, and you are guaranteed a return on investment, often within the first year after replacement.
3) Better toolbox for Service Desk/administrators: then everyone will want to learn/innovate
- If you show the Service Desk and administrators the power of integration, self-service, and automation, a whole new world will open up for them. However, these people often see this as a threat, or they don't immediately see the benefits for users. That's why we always demonstrate this using a Proof of Concept, in which the (end) users are also involved and can immediately see the improvements compared to the current situation. This helps enormously in terms of enthusiasm and adoption.
- Next, we would like to show you how the ticket system can measure this in real time, how the ticket system makes work more enjoyable and easier, but above all:
- How the Service Desk and administrators can learn this themselves and thus see a very bright and challenging future for themselves, knowing that users also appreciate it all more than before.
- If we achieve that, then the enthusiasm will be complete and, in our experience, literally everyone will opt for change, innovation, measurable satisfaction, etc.
4) Gradually building up new tooling suddenly makes replacement really fun.
- In practice, large and expensive plans are almost always made to improve tooling such as the ticket system. This takes the form of PvEs, PvAs, expensive tenders, etc.
- Unfortunately, we almost always see that these plans are based on 'what people already know' and not on what is currently available on the market. Sadly, this discovery usually only comes after an RFP or tender has been awarded. We think that's a shame.
- Worse still, ticket systems, for example, are then replaced as SaaS solutions with a replacement process that has a huge impact on day-to-day work. The process takes many hours, the schedule is very tight, resources are often too busy, etc.
- With ITSM360, we can set up the solution within the client's ecosystem in just a few days, but we do this alongside the live environment. We then build it up gradually, demonstrating the benefits of all possible integrations, self-service, automation, etc., so that the workload gives way to enthusiasm. This makes the process much more pleasant and everyone is happy with the change.
5) Think big, but prove yourself small: based on temporary external help with the right experience
- Unfortunately, we have noticed that the latter motivation is the biggest pitfall. Suppliers of ticket systems aim to set up the environment as quickly as possible so that they can start invoicing for the licenses as soon as possible. Focusing on guiding users, first proving innovation together, taking your time, shaping innovation together: these are all characteristics that define the difference between a good and a bad process, and where there is simply too little focus, experience, and commitment from the supplier. And even if this is available, there is a huge revenue model behind it, with too little focus on securing knowledge within your people and organization.
It is precisely these facts that led us to choose ITSM360. We want to spend as little time and money as possible on learning how to register, and we want to innovate and manage as quickly as possible. And finally, once we have shown you how it all works, we want you to be able to do everything yourself as quickly as possible. Some people consider this cannibalism or disruptive, but we simply consider it ethical and, above all, great fun!
Author: Dennis Daalhuizen
