Streamlined IT Support and Change Management

|   Feb 17, 2012

The responsibilities and task of today’s IT departments go way beyond keeping the lights on. While ensuring that critical applications and infrastructure are available at all times, IT is a key innovator aiming to constantly increase the efficiency of the organization as a whole.

With this list of added responsibilities come many challenges that IT departments have to face on a daily basis. Our scope of work is focused on maintaining existing applications and managing change. Considerable IT Support organizations are often created out of the need to respond to end-user reported issues, challenges, and questions.

Traditionally, email and support tickets have been the default means to communicate change and issue resolution. Since the introduction of Socialcast, our IT support processes have become much more efficient and here are two key reasons why:

  1. Our IT organization leverages Socialcast to respond to user requests. By doing so, questions and answers, as well as issues and resolutions are transparent to other users and the number of redundant requests are lower.
  2. Users support users without requiring IT Support’s involvement.

In addition, by demonstrating transparency and showcasing our department’s eagerness to find resolutions to issues quickly, IT has gained more credibility company-wide.

How does your IT Support staff handle requests? Is it transparent? Are there ways for peers to respond?


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Author Spotlight

Marc Fenner
Marc Fenner Senior Business Analyst View full bio

What is Socialcast?

Socialcast by VMware (NYSE: VMW) is a social network for business uniting people, information, and applications with its real-time enterprise activity stream engine. Behind the firewall or in the cloud, Socialcast enables instant collaboration in a secure environment. Socialcast is headquartered in San Francisco, California.