Process tools can be used to help support the processes and make the task of technical support
easier to manage.
Example process tools:
- Software to manage the logging and resolution of incidents and requests
- Software to manage the workflow of change management
- Software to record configuration and asset details
- Software to generate reports to monitor workload and performance
- Service Desk telephone systems
These tools do not replace processes, they merely automate them. They do not instantly improve
technical support but are designed to streamline and speed up the management of the processes.
They gather data and can generate reports but the reports must then be interpreted and decisions
made to make a difference to the quality of technical support.
Process tools tend to be expensive and expectations of their benefits are usually high. Purchasers
of process tools often expect reduced costs and quick results. Implemented properly, they should
improve the operation of processes and by speeding them up enable less staff to accomplish more
than may have been previously possible. However, these benefits take time to realise and reduced
costs, if there are any, will be a long way down the line.
Before you buy expensive process tools make sure that your processes work and are familiar to all
participants. If you automate a chaotic process you will only speed up chaos. Also some degree
of expertise is required to implement complex process tools and there are no short-cuts. They
need to be planned and tested no matter how big or small the implementation is. Beware of the
hidden cost!
We recommend in the first instance that you use the FITS process tools that we have created
especially for use with FITS.
