When it comes to service desk projects, support staff often feel haunted by a recurring nightmare. Yet another new service desk software? Yet another restructuring and retraining? After all, the new tool is supposed to make everything better and deliver stellar results. So why all the grumbling, the frustration, and, above all, the lack of success when introducing this highly acclaimed tool? And what can be done instead to achieve the desired success?
The answer to the question of why is as simple asit isgroundbreaking:it’s not the tool’s fault.Accordingly, the problem won’t be solved by stubbornly replacing it over and over again.After all, that would be like constantly changing the tires on a car even though the battery is dead. Even with the most expensive and best tires in the world, the car still won’t run.
Focus on Employees
When applied to the service desk tool, this means: Start with the employees! After all, they are the ones who will be working with the software and who—figuratively speaking—will breathe life into the whole system. They are the battery and engine of your entire service desk process and, quite simply, the most important factor in your project. In fact, IT support staff should be highly valued and always at the center of all processes.
Unfortunately, the reality is usually quite different: Theoretical processes are implemented, training budgets are cut, helpful standardization processes are rejected, and no clear responsibilities are defined. Decisions on these matters are typically made at the management or executive level and are thus often made by people who do not work directly in the service desk—and therefore do not use the relevant service desk tool. They are unfamiliar with both the working conditions and the day-to-day requirements and, naturally, have different priorities. What matters most to them are strategic metrics, which, however, have no relevance to the Service Desk team’s daily work and offer little benefit to individual employees. And—let’s be honest—they couldn’t care less about them.
The Biggest Mistakes in a Service Desk Project
To summarize, we ask that you—in the interest of your project’s success—avoidmaking the following mistakes:
1. Outdated bidding documents
Outdated, repeatedly copied specifications for external consultants—which lack meaningful criteria for a proper market assessment—lead to the selection of unsuitable software. It doesn't matter; the main thing is that it's cheap.
2. The Wrong Approach
To ensure that operations can continue as smoothly as possible, existing configurations, data, and processes should be transferred one-to-one wherever possible and, if necessary, “forced” into the new tool via customization. The system integrator responsible for implementation is given specific instructions in this regard, from which there should be absolutely no deviation. After all, we are the client and must make it absolutely clear what needs to be done.
3. Formulation of Theoretical Processes
Two managers are sitting in the office… The result is a super-clever, theoretical framework of perfectly coordinated processes designed to revolutionize work at the service desk. Let’s be honest—has that ever worked? Unfortunately, no. Because such theoretical monstrosities usually have very little to do with reality and tend to alienate employees rather than help them. Some things look great on paper, but are often barely feasible.
4. No training sessions
You can save a ton of money here. The employees are smart enough to teach themselves how to use the new tool through “learning by doing.” It’s all self-explanatory anyway. Training is for little kids. Nonsense.
5. Rejection of standardization processes
ITIL? You’ve probably heard of it before and dismissed it as unnecessary. Way too complicated, right? A lot of theory you can do without. It’s not something you can apply in everyday life anyway. We say: That’s not true.
6. Lack of accountability
No one is taking charge. Important tasks in the project remain undone, and there’s no one to turn to when problems arise. Everyone just shrugs. It’s all for nothing anyway.
The result:zero motivation to work with your much-hyped new tool. That’s because, with the usual approach, the new software brings not improvements to day-to-day work, but merely time-consuming changes and, often, extra work for your employees. No wonder, then, that commitment, enthusiasm, and support for your project leave much to be desired.
So what should you do to successfully implement a service desk project?
Don’t despair—ask an expert! The reasoning outlined above isn’t just a coincidence. It stems from our observations and experience gained over many years of project work as a systems integrator, including work on service desk solutions. Naturally, this has led to valuable insights, which we’ve compiled below into seven useful tips for you.
Tips for a Successful Service Desk Project
1. Added value
Create benefits for the employees who will be using the tool. Of course, this requires that you understand their needs and expectations regarding their workplace. Ask them and find out! You might even spend a day sitting alongside your employee to see what their daily work routine looks like. The time investment is worth it. And as a bonus, your employee will feel that you are genuinely interested in their concerns. They’ll feel included and that their needs are being addressed. A real advantage for your project.
2. Remove the crown
Forget the saying “The customer is king.” Instead of dictating to your system integrator exactly what and how to implement, you should seek open and honest advice. Rely on the expertise and experience of a carefully selected system integrator—ideally one who already has experience with the chosen tool and can provide relevant references. A good IT service provider is also characterized by the fact that they don’t try to sell you everything in their portfolio at all costs, but are also willing to say “no” when something simply doesn’t make sense.
3. Embrace the new philosophy
Don’t cling to the processes and ways of thinking that underpinned your previous tool. Because if you simply carry over configurations and ticket data from your old system without making any changes, you’re turning “new” into “old” and haven’t gained anything—quite the opposite. Extensive customization is time-consuming and expensive, and usually contradicts the philosophy of the new tool. That can’t end well. So let go of the past and embrace the new philosophy. It generally makes perfect sense and forms the foundation for working successfully with the software in question.
4. Training, training, training
Train your employees on how to use the new tool so they can work with it effectively and efficiently, learn all the ins and outs, and feel valued in the process. Anything else is cutting corners in the wrong place.
5. ITIL rocks
Even if the term makes your hair stand on end—most modern tools have long been based on ITIL processes. You’re probably already using them, even if you call them something else. Basically, it’s quite simple: standardization processes like ITIL make (work) life a lot easier. Embrace it.
6. Put a hat on someone
Whether you’re managing yourself or your most capable employees—delegate responsibilities, assign clear tasks, and designate points of contact. Otherwise, things will remain undone, chaos and frustration will ensue, and your project will fizzle out. That would not only be a shame, but a real failure—and not just in financial terms.
7. Keep your eyes open
Sometimes there’s no need to replace the tool you already have. There may be solutions that complement it perfectly and suddenly make working with it much easier. Anything that provides clarity and simplifies things is a good thing—for example, when troubleshooting or resolving simple, routine issues. So keep in mind: you don’t always have to reinvent the wheel from scratch. Take a look around, and you’re sure to find what you’re looking for.
Conclusion – Genuine enthusiasm as the key to success
Avoid the usual management mindset. Instead, focus on your employees’ needs, take their concerns and wishes seriously, and generate genuine enthusiasm. With this mindset and by following our tips, nothing should stand in the way of your service desk project’s resounding success.