Many organizations may provide support through various channels such as email, web, and phone. Often, they find it challenging to manage everything and struggle to identify a sound ITSM strategy that solves the problems.
An ITSM strategy is put into place to address these concerns and provide an efficient way to organize issues across those channels, making it simpler to manage, measure, and document those processes.
What are the 5 main issues within a company that a comprehensive ITSM strategy will tackle?
1. Determining What Works and What Doesn’t
Without an effective ITSM strategy, organizations will have limited insight into which procedures work and which ones aren’t producing results.
An IT service desk tool can provide valuable intelligence into which activities result in the quickest resolutions, and which ones have the most significant positive impact on reliability and system performance. This boosts productivity by forming a set of best practices to be executed to when common issues arise.
2. Measuring Staff Efficiency
IT service desk solutions enable companies to evaluate the efficiency and effectiveness of their resources adequately. The most advanced systems allow end-to-end tracking of how much time is spent on each issue.
ITSM helps managers step in when it takes too long to resolve and leads them to identify areas that demand improvement such as a member of the team who may need additional training.
3. Tracking Asset Repair Histories
Companies with manual ITSM policies often struggle to link the details of how an incident was resolved to the actual systems that were involved, leaving them with limited clarity into the records of their assets. This prevents them from making informed decisions about relevant upgrades, replacements, etc.
With an IT service desk solution that is integrated with an IT asset management environment, organizations can save comprehensive histories of all problems and issues for every element of their technology infrastructure.
4. Time Wasted on “Routine” Calls
Answering routine inquiries is an ineffective use of your IT resource’s time. Businesses need to assure that their valuable resources are being utilized to their fullest potential. Cloud-based services desk software gives end-users with “self-service” features and the ability to track the status of open issues online themselves.
Furthermore, the can access a knowledge base that will enable them to troubleshoot and resolve common problems on their own, freeing up support staff to focus on the resolution of issues that are more urgent and complex.
5. IT Support Processes That Lack Structure
An IT service management solution provides you with a standardized process for handling issues and forms the structure for your IT help desk and IT support processes. This helps you establish and implement regular workflows to be followed should a new ticket be opened. Monotonous and repetitive tasks can be streamlined and automated.
TeamHeadquarters aims to help you mature your IT organization with its integrated system that allows for the formalization of IT through ITSM. Their Key ITSM Components include:
- Availability Management
- Capacity Management
- Asset Management
- Service Desk
- IT Operations
- Incident Management
- Problem Management
- Root Cause Management