Supposing that Service Desk is already working in your IT department. It’s saving time, streamlining work, and other departments have begun to crave the same change. Or, maybe they don’t know about the benefits yet, but you want to take a step forward and extend Service Desk to the rest of the business? It doesn’t have to be as hard to do as you might think. It won’t cost you much either.

Service Desk for the rest of the business is no different than for IT

Don’t worry about the work that awaits you. From the experience of our customers, we know that setting up does not have to take much effort. The requests life cycle in other parts of the company is no different from IT. Most processes are based on the model: NEW – SOLUTION – APPROVING – RESOLVED.

Let’s bring in a model case, the example of setting up an access card to the production hall:

1. NEW request created by an employee who requests access or automatically arises upon his/her joining.
2. The request is then forwarded by the operator – the person who distributes the tasks – to a specific person for SOLUTION.
3. The resolver performs the necessary operations (e.g. filling in the e-request form) and makes a request for APPROVING to the restorer's superior.
4. Once approved, the card is set up and handed over to the requester and the request is RESOLVED.

An intermediate step in the process will facilitate the SOLUTION

You can add intermediate steps to the aforementioned model, e.g. to help you subdivide the SOLUTION into multiple actions. You will appreciate this if the task is complex and the SOLUTION is too general – for example if we need to order an access card or put some data on it. Likewise, you can add further intermediate states between APPROVING and RESOLVED.

Accounting gets an overview thanks to Service Desk

A similar principle can be used when reimbursing costs from a business trip or when reporting monthly costs in the department. The employee fills in a simple e-form on a business trip and thus creates a NEW request.

As part of the SOLUTION, the employee fills in additional data or uploads cost-related documents (e.g. tickets or receipts) to the form. If nothing of that kind is needed, the SOLUTION status is skipped and goes straight for APPROVING by the accounts department. Once approved, the supplement is paid to the requester and the request is RESOLVED.

The first step is up to you

The examples given are no different from requests for a new computer or access to SharePoint, as usually made to the IT department. You will find many similar examples outside of IT. Processes used in other parts of the company are usually less structured, so there is no need to worry about setting them up yourself.

Don’t have time, or don’t want to get involved in deploying Service Desk? Don't hesitate to contact us.