Enterprise Service Management Features in InvGate Service Desk

InvGate February 7, 2022
- 4 min read

Expanding Service Management features to other departments in your organization is no small undertaking. Some of the biggest changes your teams will undergo include how work is received, routed and the systems to collaborate and deliver the results employees require.

Securing data

This is usually the first question people ask about when they start with Enterprise Service Management (ESM). How can we keep sensitive information in the right hands? The most common example is protecting data like social security numbers, banking details and other personal data. Our visual workflow editor solves this in an elegant way:

Visibility of Workflow Data


Some tools choose to segregate data and work on different tables, or to provide field level restrictions; and this can certainly work, but it’s cumbersome. Our unique design gives much more power to workflow creators, workflow customers, the customer of the specific workflow step, the assignee of the individual workflow step or the team responsible for the workflow.

This design creates MUCH simpler database organization, no need for complex business rules and avoids the situation where administrators need to create duplicate fields to manage customer permissions. 

Dynamic routing

There are usually a few ways that teams receive new work. Phone calls, emails, chats and self-service are the most common, and certainly need to adapt to provide the best ESM experience for employees. This usually includes changes to the Interactive Voice Routing System (IVR), the Automatic Call Distribution system (ACD), the chat interface for employees and any web or service portals in use.

If there isn’t a dedicated single point of contact, you may need to decide which team will route general requests when employees are unclear about which team to contact. This is particularly true for requests that involve multiple teams or teams have distributed work. One such example is access to HR systems. Does that access get granted by IT or HR? Having a single point of contact not only relieves the stress on employees needing to learn processes, it also ensures timely and accurate assignment of work. 

Let’s look at some of the ways your Service Management system can route work.

Skills-based

By far the most popular, scalable and cross-functional routing method is based on skills. Sometimes skills are shared by specific teams or sub-teams, or they can be skills that cross those boundaries. For instance, you might have benefits expertise at the HR generalist level as well as within the benefits specialists teams. 

fig 1: A structure like this can be used to keep specific work with specific teams, skills and different tiers or levels of support


Another important consideration are situations where agents and front line staff serve on multiple teams. This is a situation we have encountered when companies are growing and maturing their shared services functions. Departments will sometimes accommodate growing needs by having one person in multiple roles. This can create new challenges in reporting and authority, and InvGate Service Desk accommodates this unique need by allowing teams to be split up as many ways as needed.

Helpdesk Structure (1)

Location-based

Some topics and tasks just work better when they are performed by staff physically present at that location. This could be difficult conversations, building maintenance or deskside support. Whatever the work, having your location data properly entered, and assigned to users while segmenting teams by location are key to getting it in the right hands.


Catalog Item Routing (1)



Manual Routing

Reassignment

Sometimes the wrong entry point is used, or users mistakenly enter the wrong request. This is yet another case where our unique design will assist teams new to ESM. If an employee needs elevated privileges in an HR system and mistakenly creates an HR request when IT manages the access, teams should have an easy way to re-route and pass tickets from HR to IT without much effort.


Reassignment Dialog (1)



Being able to change the category of a ticket and re-run assignment logic is just one of the many features that make sharing work much easier in Service Desk.

Shared Workflows

Making sure that teams have the ability to create, manage and execute workflow automation is just the beginning. Enabling multi-team handoffs and branching to allow concurrent work give workflows a lot more power. 


Onboarding Graphical Workflow (1)



Employee onboarding is a common example where the hiring manager, HR, IT and Facilities all need to be involved. Our workflow engine has features to allow subtasks, location-based routing and security all within the same workflow context.

Automation

Finally, automation should be available to each departments’ needs. Critical tickets in HR might not need on-call support, while IT wants a pagerduty webcall to page the oncall staff. 


Routing and Ticket Automation Surgical Precision (1)


The logic and edge-case automation features should allow teams to provide their best experiences and keep services operational.

As you embark on your Enterprise Service Management (ESM) journey, be sure to build systems and design processes that work together. Providing a cohesive experience makes being an employee easier, so your talented teams can get what they need and get back to work.

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