Question #6: How well can it meet the needs of my globally dispersed organization?
Even some of the smallest companies in the world have both global customers and employees. Just as our workforce is more mobile, companies themselves have become more mobile and globally dispersed. As organizations grow by entering new markets, expanding into new geographies, and enlarging through mergers and acquisitions, IT faces a significant challenge to service users on the move and in different locales.
Delivering employee services across the world—Anywhere, Anytime
IT organizations require the tools to manage technology, service providers, and a workforce—anywhere in the world. They must work to unify operations, support, and service management across a diverse, digital, and mobile landscape. This diversity includes supporting different languages and time zones. Your service management solution needs to support that same diversity and provide the ability to scale as the company grows. It must be able to easily integrate newly acquired organizations, and specifically, enable the support of employees anywhere, anytime. Additionally, the right tool must align to your users, both from a “work hours” and native language perspective. If a service management platform can’t support these requirements, then it can’t support the users in your mobile-enabled enterprise.
The key to success is finding a solution that is natively built as mobile-first, to support your mobile workforce. It should take weeks, not months, to deliver the apps and self-service portals that employees need to easily request and receive services from any location. A service management tool that was never built with mobile at the forefront will take significant time, work, and resources to get it there. It’s also important to ensure service requests can be initiated regardless of device, in native languages, and with no limits based upon the time of day, even if the support center operates on a specific set of time zones. Your service management solution can’t be the limiting factor in user productivity, or you will be back to square one.
Support for a global, multi-cultural, and diverse workforce
More than 1,000 companies worldwide radically improve service experience for their global employee base with EasyVista. The platform covers a range of languages while flexible licensing enables users across multiple time zones to share licenses concurrently.
When languages, time zones, and functions are already identified in the workflow, new groups and users are easily added by duplicating pre-established workflows assigned by role. Administrators can manage incidents worldwide through a single view, even if a request comes from one country and is supported from another.
With EasyVista, administrators gain global visibility of the entire process, along with an easy way to measure it.
Catch up on this full series: 10 Must Ask Questions When Buying (or re-signing) a Service Management Solution
Arnie McKinnis is an industry insider with 30+ years experience in the high tech space. For the past decade, Arnie has helped develop and launch “as a Service" cloud, Service Management, and Service Integration technology products, delivering true value in the marketplace.