Are you thinking about adopting the bimodal approach to your IT service desk? You’re not alone. While Gartner has pioneered the term, the concept has been growing for a while. Despite its recent popularity, however, Gartner says that only half of the teams that attempted to go bimodal were able to do so successfully.
This is going to sound harsh, but what you will need is a cultural change as a whole. Rather than expecting the implementation of a bimodal system to do it for you, you will need to be proactive. Gartner reports that out of all the challenges that employees perceived about adopting a new process, the idea that their work culture wasn’t ready topped the list, proving that bimodal’s scope is bigger than just the IT department.
So, how do you jump in? What are the possible pain points you may encounter? Having an agile method in place certainly helps, but there are other unexpected considerations.