Whereas once, the biggest penalty that Service Desks would pay for failure was disgruntled users unable to use their printer or connect to the network. Now risk management is a company-wide issue with severe penalties; here’s how Service Desks must respond.
IT is now so pivotal to the healthy running of the majority of companies that risk management has become a key discussion point on the corporate agenda. Failure of an IT system such as an ordering system can result in lost business, with negative feedback on social media also damaging the reputation of the business. Regulators are also highly influential in IT, issuing penalties in extreme cases when technology breaks.
This growing importance of IT means that Service Desks have become more vital than ever. It also means they have to be more aware of the wider IT context they work within – fixing an issue in the traditional way is in many cases too late to stop company-wide problems. Change, problem and release management need to be tightly controlled, but most Service Desks – and the tools they use – are not integrated with the wider IT infrastructure and are therefore reactive rather than in control of the changes impacting business technology.
This is why Sunrise ITSM has seen a major expansion of its capabilities, allowing Service Desks to record all governance, policies and procedures, and create a library of risks. The product has mitigation controls which assign owners to crucial actions, while the Audit Management functionality provides feedback and traceability to minimise risk.
Service Desks must be aware of the importance of risk management, and ensure they have control and influence over the issues causing problems to safeguard themselves and their business. If your Service Desk doesn’t have the scope to support this, speak to us and we can show you how.