IT asset management solutions are powerful tools that deliver tremendous benefits, helping organizations to better track and control hardware, software, peripherals, and other technology components from the time they are purchased and deployed, until they are rendered obsolete and replaced.
But, in order to most effectively manage an IT asset throughout its lifecycle, a company must also be able to monitor and analyze its entire history and all related events. This includes any problems reported to, and corrected by, help desk and technical support teams.
That’s why many of today’s more advanced and comprehensive IT asset management solutions are being extended with fully-integrated help desk features.
Additionally, the Information Technology Infrastructure Library (ITIL), a widely-accepted set of formal policies and procedures that help companies to better manage their IT operations, calls for the ability to openly view and analyze help desk and support incidents, both individually and collectively across the technology architecture. By doing so, IT departments will be able to rapidly uncover troubling patterns and trends that may be indicators of the kinds of larger problems that can lead to major system and network issues.
By leveraging an asset management solution with automated help desk functionality, companies can monitor where an asset resides, who accesses it, and how it is configured and used. Furthermore, they can keep a detailed log of all reported issues, providing immediate insight into any factors that might affect the asset utilization and value throughout its lifecycle.
The incorporation of help desk capabilities into asset management systems can also allow for the creation of a comprehensive knowledgebase that can be leveraged by both IT staff and end users. End users can tap into the knowledgebase to obtain tips and best practices for using an asset to its fullest potential, while IT professionals can use it to fine-tune assets (i.e. determining what the optimal configuration may be) and quickly identify the root cause of any problems that arise.