IT sometimes seems like an island: isolated, remote and almost speaking its own language. Paradoxically, it is probably the enterprise area that works with every other department and enables productivity for all of your company. The IT team typically will handle requests and reports from every other area in their own service desk; then they have very specialized skills, and they usually work in isolated teams.
The Problem for Traditional IT Teams
The problem with working in silos is that teams tend to focus on their own goals and targets, rather than the end-to-end flow of work and the value that’s ultimately delivered to the user.
Every IT team has been in this situation:
An escalation that sits there for longer than it should, waiting for a Sr. Engineer or somebody in another team to provide access to do a fix. This situation values IT processes but does not take in consideration the user, its own processes and the team's productivity lost for this time. This is not a process problem, it’s a lack of communication and synchronization. (Needless to say, these are Catapult Labs favorite problems to solve)
That’s where the power of collaboration comes in and becomes super valuable. Modern ITSM it’s about connecting those “silos”. Collaboration enables people to do their best work with others, in an open and visible manner, which builds trust between teams.
“By encouraging people to speak to each other, they can throw around ideas of how they can help each other be more effective.” - Dr. Tuuli Bell
Collaborative ITSM for the Win!
Unleash the power of your Freshservice Service Desk with Collaborative ITSM. By using the Freshservice power-up & the Trello app, connect your IT service desk to Trello collaborative boards and you’ll be able to link Trello cards to Freshservice tickets or create them from scratch. This way you won’t have to leave your platform and you’ll have updated information. You’ll also be able to attach Freshservice tickets to Trello cards or create them without leaving Trello!. You’ll immediately notice an improvement in your handle time for each ticket! Check it out here.
Bonus: Visualization
Besides collaboration, connecting your Trello platform is a great way to visually organize your team’s work! Link your tickets to Trello cards and use the board to visualize your workload and workflow. This alone will spur a lot of great ideas and experiments for process improvement from your team.
Freshservice + Trello
Freshservice + Trello are a match made in heaven. Both platforms have their own marketplace and Catapult Labs’ solution requires both adding a Trello app to your Freshservice, and a Freshservice power-up for Trello. These way both platforms are perfectly synced. It’s a great way to improve your team's performance with little to no friction in your existing processes. Take it for a test drive and in seconds you’ll notice the time you save when creating cards or tickets without leaving a single platform, and how your team improves communication with other areas!
Try it out and let us know how did it go!
Make sure to share with us your ideas for improved collaboration.
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