6.Keep your services and operations straightforward
Request processes often contain a lot of unnecessary management authorizations. The IT department
assumes that management wants control over every individual request. Or the IT department doesn’t carry any responsibility. This makes for a process full of authorizations and a manager who gets loads of emails with authorization requests.
The process shouldn’t be this cumbersome. It works better when the IT department asks the managers how much control they really want or need. They usually don’t really want to receive all those emails.
An alternative solution: requests don’t need to be authorized, and the manager receives a monthly overview of the costs. This way, the manager still has control and an overview, but he or she doesn’t have to process a lot of emails. And the employee is helped quicker.
Introducing an agile mindset is one way to improve your IT Service Management.
But there’s much more you can do. Subscribe to our blog and
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Bas is Service Management consultant at TOPdesk, specializing in Agile Service Management. ‘What I really like about agile is that is makes work more fun. Agile helps you focus on what’s really important and get results fast.’
About the author
Bas Blanken