At Samanage, we wanted a unique way to celebrate the new year, so we asked IT professionals for their service desk resolutions in 2019. For our part, we created a sweepstakes to choose a random entry for a $300 Amazon gift card.
As service management has expanded to include new departments outside of IT, smart technology, and more automation than ever before, there are almost infinite areas in which to focus priorities for the new year. The responses were all over the board, but these are some of our favorite priorities for 2019 from IT leaders.
— Sarah (@tweetingshortie) December 26, 2018
Good call, Sarah. In expanding to other departments, it’s important to show stakeholders the value they’ll gain by adopting a service management philosophy with a new platform. One of our Samanage customers recently delivered a terrific presentation on how to remove the friction in expanding the scope of the service desk. This webinar on-demand might be a useful resources for your 2019 resolution!
Jodie, we love to see you expanding the power of your service desk! Our customer success team is here to help, and we have a new solutions section of our website that might give you some ideas. Keep that knowledge base up to date as well, as your service desk can now learn from the most helpful solutions articles to actually suggest them to users, creating a robust self-service engine as your first line of defense. As you build that customizable portal, don’t forget that Google Analytics can help guide you on links you may want to provide on the portal homepage.
— Pamela Weiner (@ContessaWeiner) December 30, 2018
Time to resolution has always been a key performance indicator, and it’s never been more important than today. When employees are outside of work, they’re accustomed to self-service options, one touch assistance with their consumer apps, and prompt responses. That’s a high bar to clear internally, so it’s good to see you focus on the employee experience.
— Steve (@TatoTelly) December 30, 2018
Hmm… not sure we can help with this one, but your passengers will thank you.
#SamanageNYE My #ServiceDesk resolution is to learn what keywords can be used to send priority messages, in case of health, or emergency situations. Making those messages stand out as a priority message.
— Denise (@SugDenise) December 29, 2018
Denise points out another opportunity to build service desk automation. There are certain keywords that indicate priority tickets in every service desk. Words like “outage” or “breach” might indicate more serious issues. Of course, these keywords might vary between organizations, and you know your environment best. But whatever those keywords might be, we suggest you create some automation rules to escalate priority and reassign tickets containing those keywords so your team is immediately aware when they appear.
Most importantly, our #SamanageNYE sweepstakes winner has two major priorities heading into this year:
— snappers (@wimplesnapper) January 1, 2019
Congratulations on your prize, Marie, and good luck with your 2019 service desk resolutions. We suggest taking full advantage of a customized service portal to connect employees to knowledge base articles and alert them of any types of security announcements.
Thank you to all of our participants! We hope they’ve given you some ideas for 2019. Our team at Samanage hopes you have a happy New Year with happy employees!
About Chris McManus
Chris McManus is a Senior Content Specialist at Samanage with a variety of media and creative content experience. He works with Samanage customers on case studies, webinars, and spotlight videos.
Read more articles by Chris