If you’re looking for ways to quickly improve the performance of your IT support team and substantially reduce your expenses, consider the advantages of implementing an automated IT Self-Service solution. Around the world, thousands of organizations are discovering these cost-effective and highly-efficient systems provide several immediate advantages, for both IT staff and end users.
The most frequently heard complaints from IT managers today are universally shared across most industries and businesses:
- An overburdened IT support staff
- Difficulty communicating effectively with end users
- Taking too long to provision new users and services
- High percentage of time-consuming support tickets are for basic problems
Unfortunately, these types of challenges have serious negative implications for your IT staff, if not addressed successfully. First, the ability to meet your IT goals and adhere to SLAs becomes severely impaired, especially as IT caseloads grow. Secondly, overall business goals are jeopardized as a result of diminished user productivity.
Lastly, by allowing these kinds of problems to fester, you may forever lose the ability to systematically identify specific issue and cause based on past knowledge capture or asset service histories.
Solution: An IT Self-Service Portal and Online Customized Catalog
Undoubtedly, you’ve heard more than one complaint from your support staff that they’re spending a disproportionate amount of time helping technically-challenged users fix obvious problems, leaving less time (and increased stress) for more pressing issues.
By implementing a SaaS-based, self-service solution, such as SAManage’s IT Service Management and Self-Service Catalog, you’re taking the smartest first step possible — empowering your end users to help themselves!
For example, there are certain simple queries and problems that don’t necessarily require the direct assistance of an IT technician. A user may want to download a Flash plug-in or request that a certain software application be purchased. Using the system’s “baked in” knowledge base to publish FAQs, troubleshooting tips, and other instructions end users can address certain needs on their own. This knowledge base is accessible 24/7/365, so users have the answers they need – when they need them.
An IT self-service portal streamlines the support ticket process by making it extremely quick and simple for users to report problems, request services, or discover the status of an outstanding ticket …with just a few clicks and keystrokes. The system allows IT management to determine and control exactly what services and options are included in the catalog and which are available to specific users.
With SAManage, for instance, users can instantly:
- Submit support requests via a customized, corporate-branded support page
- Request new employee service, associated options, and workstation provisioning
- Automatically send an email to dedicated IT support staff
- Log-in to view ticket status
- Quickly see what additional or new services are available to them
Another advantage of using an automated IT Self-Service portal is that it allows you to easily capture knowledge through comments and resolutions that are attachable to each ticket. Integrating asset service histories, IT Service Management systems can also automatically associate assets for complete, end-to-end tracking of asset service and repair history.
In addition, these systems enable you to create and maintain an information repository which in turn, helps streamline future issue resolutions and basic support issues.
The Benefits to IT Support Staff
Automating and streamlining the IT service and support process with a SaaS-based IT Management system like SAManage has several benefits. Meeting your goals and SLA’s is easier and less expensive because issue resolution time is accelerated with automated processes and auto-assignment of tickets.
Also, by increasing end user empowerment and self-service capabilities, you’ll enable their increased productivity by saving them time and eliminating their IT headaches and hassles. User empowerment also helps lighten the caseload for your current support staff.
About Nathan Riley
Nathan Riley is a Sales Director for Samanage. He has seven years experience in the industry, and has had a front row seat for the evolution of service management as a platform for the entire organization. He helps organizations ranging from SMB to Fortune 500 bring customized service to employees. Nathan proudly served the United States Armed Forces in the United States Marine Corps.
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