The section, which is titled Sharing Information, holds an interesting view that seeks to foster information between the IT and the users. It suggests of proactive means of sharing information: the IT should continuously offer information to the user by use of various options. It lobbies for the IT to share the IT projects with the user community especially those that directly benefit them. It is also important for the IT to make regular project updates to their key users. The section further urges the IT to alert its users on the possible problems that may have arisen. For example, if the database is slow in response, IT should communicate with its users that it is aware of the problem and it is working round the clock in finding a solution. The organization can benefit if IT constantly shares with the users the changes in the industry. These steps of communication with the user will ensure that the users hold the organization and the department in high regard.
The tool, which can be most valuable in the IT environment, is constant communication with the users. It will enable IT receive instant feedback and make any necessary adjustment that is desired promptly. Proactive Solutions is very important as it provides avenues for IT to deliver solutions. IT, together with other departments in an organization, can develop policies and synchronize their systems so that other devices can access and use the network. For instance, the staff of a given organization is allowed to use their own devices (Bring Your Own Device) and is assured of the same quality of service or connection.
Service Level Agreements (SLAs) are tools that are put to use by the IT department to monitor the running systems in an organization. It enables IT to give a definite feedback regarding queries made on a specific matter. An in-house SLA is a tool that enables the Help Desk to know the targets, and the user requires timelines of delivering any service that effectively. Organizational policies help in guiding the conduct and relationship of staff, management and its users or customers. BYOD is a new phenomenon in the workplace environment, and such the management of an organization should not limit its use. On the contrary, it should accept it and strive to come up with policies that will govern the use of personal devices in the work environment. It is important for it to come up with the policies to protect the integrity of its documents, and email. The security measures taken can involve the use of passwords on the personal devices.
A service desk is an end-to-end management system that allows IT to have a one-stop shop for all of it customer queries and contacts. It optimizes service delivery of IT for both internal and external activities. A service desk allows an organization through IT department to have a continuous improvement on strategy while ensuring a smooth transition in design to operations and customer service.
