Welcome to the ‘always-on’ IT department

Mix the terms “software” and “customer service” in the same sentence, and many individuals on the other end of a phone call might wonder what they ever did to you. 

Still, on-call scheduling software is being used by a growing number of organizations. And it’s not just for frustrated external customers who want to vent at somebody … anybody. Many IT organizations are using the software to match up internal users with much-needed tech expertise in the IT department. 

Those, in fact, are the two most common uses for on-call scheduling software, according to Katherine Jones, a partner in the Talent Information Systems practice at research firm Mercer, in San Mateo, Calif. Basically, any situation that involves somebody having a question or needing assistance is what on-call scheduling software was made for. In the case of IT, it is also helping to usher in the new era of IT-as-a-service.

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