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IT SmartDesk: When Everyone Can Work in IT Support

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I recently spoke with Maff Rigby of ITSM start-up IT SmartDesk.

Maff recently presented a session at the itSMF UK conference entitled ‘Social IT – how social media is turning ITSM on its head’. The slides from Maff’s session can be found here.

Facebook Meets IT Support

In a nutshell, during his itSMF session Maff suggested ways in which Social concepts could be used to our advantage in ITSM. These included real time chat and collaboration, using live feeds and activity ‘walls’, harnessing new technology to notify customers or users of issues and using modern collaboration techniques such as wiki’s, crowd sourcing and tagging.

IT SmartDesk is positioned as ‘Social IT Service Management’; using IT SmartDesk I can invite anyone to join me on the system, they can share what they are currently working on, log incidents, ask questions, follow an incident, log bugs and generally join the conversation and collaborate. It’s Facebook meets small IT team support.

IT SmartDesk is aimed at small teams or businesses seeking an online solution, Maff and his team have initially focused on logging incidents and bug tracking – but for me the real key differentiator with this offering is the type of user who can collaborate and provide support.

IT Support for IT Savvy Companies

Traditional ITSM solutions are based on a certain number of IT users who support the larger customer base. E.g. I’ll buy 5 concurrent users for my service desk system to support hundreds or thousands of my customers or users.

IT SmartDesk have turned this model on its head and have priced the system by total number of people logging into the system. They have wisely recognized the market trend that IT support does not have all the answers and many companies are providing support to IT savvy users. With IT SmartDesk anyone in the company can jump in and collaborate. The IT support operator changes from gatekeeper to curator.

The paint has only just dried on this new tool, but from what I have seen so far I found the system to be blindingly obvious to use, easy on the eye, fun to use and clean. Let’s hope they can keep it that way as the feature set expands.

I look forward to keeping track of IT SmartDesk over the coming months.

Further details can be found here > www.itsmartdesk.com

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Martin Thompson

Martin is an independent software industry analyst, SAM consultant and founder of The ITAM Review and The ITSM Review. Learn more about him here and connect with him on Twitter or LinkedIn.

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