3 tips for integrating mobile business services into your service desk infrastructure

By Jonathan Hassell

As a senior-level IT leader, overseeing your company’s service desk infrastructure is perhaps the most important task you carry out. However, how do you apply a mobile strategy to the desk, and more importantly, how can you integrate mobile business services into your service desk without going over budget or taking precious time away from other key projects?

The following are three tips to help you balance these priorities:

1. Talk to your service desk software vendor about its companion app

Many vendors offer predeveloped, ready-to-use apps built from the ground up to work within the server-based service desk system, giving you the ability to both file tickets and work a ticket board. If your service desk vendor already offers an app, it’s worth considering. Investing in the necessary licensing fee or server expansion might be the least expensive ways to integrate mobile services into your existing infrastructure.

Unless the vendor’s app doesn’t meet more than half of your business requirements or is simply far too expensive, it rarely makes sense to invest the time and cost it takes to rebuild a wheel that’s already been built and packaged for you.

2. Decide on your top three priorities, and ditch the nice-to-haves

There are some key questions to ask yourself when integrating mobile business services into your service desk: What are you ultimately trying to accomplish? Which two or three features will make the entire effort worth the investment? What’s the bare-minimum level of functionality you could accept in a mobile service in order for it to add value to your current infrastructure?

Once you know the answers to these questions, you’ll be able to make the minimal investment required to get those two, three or four key features — then, you can table the rest. Borrow a cue from the agile development world and ship a minimum viable product that adds value and increases productivity but was built carefully, on time and within budget.

3. Focus on processes that will actually save money

One of the key ways to get budget approval or permission to embark on a key project is to show a positive ROI. When you’re planning to incorporate mobile services into your service desk setup, it’s vital that you show how ticketing on the go using this new capability will save the organization money.

Will it make your technicians more efficient? Will it capture better data at the ticket-creation stage so you can save time on follow-up rounds? Will it help you meet internal service-level agreement standards for first response to tickets, thereby reducing your annual service credit charges or penalties? All of these factors can combine to help you show how the initiative will yield a positive mobile ROI.

With research and careful planning, integrating mobile business services into your service desk can enhance your productivity and boost your business.

Written By

Jonathan Hassell

President, 82 Ventures

Jonathan Hassell runs 82 Ventures, a technical writing and consulting firm based in Charlotte, NC. He centers his focus around network administrator, security, the cloud, and mobile technologies.

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