Your organization’s help desk software should do much more than account for help tickets that have been opened and resolved. Help desk software today often has many features that can streamline IT processes and improve overall IT service management.
If you’re not sure your help desk software is pulling its weight, maybe it’s time to reassess and find out what today’s help desk solutions are capable of. You might be surprised.
Not having to “reinvent the wheel” is a huge benefit of having a knowledge base.
Here are several ways that help desk software can improve IT service delivery.
Keeping IT Asset Management in the Loop
IT asset management is critical to organizations of all sizes. Today’s workers use more devices than ever, and often use a range of software solutions for multiple aspects of their work. Knowing at all times where every piece of hardware is located (or who has it), and how many software installations exist is critical, and it’s a huge task without the right tools.
The right IT asset management tools let you add items to the system easily using barcodes and QR codes and makes it easy to track any IT asset from the time it arrives until it is retired. This can be invaluable in, for example, tracking software licenses, so that if a software audit occurs, you’re ready.
When your IT asset management tools are fully integrated into your help desk software, you automatically build a history for all your IT assets. When someone submits a help ticket, you can instantly identify the hardware or software in question, learn its specifications, and have easy access to pertinent information that can help you resolve issues faster.
Avoiding Duplication of Effort
Sometimes IT service desk workers have to do research or develop creative solutions to end-user problems. If all the help desk staffer’s hard work disappears as soon as the issue is resolved, should the same problem come up again, that person will have to remember what worked before. If another staffer picks up the ticket, he or she may have no idea that the exact problem was solved by someone else earlier and end up duplicating effort.
Your help desk software should have the ability to build a knowledge base from solutions to IT problems. That way when some creativity or digging is required to create a solution for an issue, it is documented and searchable for the future. Should a similar incident arise, the service desk worker can search the knowledge base and often find an answer that provides a quick resolution.
Helping People Help Themselves
End-users are more tech savvy now, and many of them have the ability to take care of simple problems themselves. When your help desk software makes it easy to create a self-service portal, these end-users can fix more of their own problems, freeing IT service desk workers to tackle problems that require more expertise. Many end-users prefer at least trying to resolve problems for themselves before submitting a help ticket, and a self-service portal often lets them avoid having to submit a ticket at all.
Managing Risk More Efficiently
People are used to using cloud apps both in their work lives and their personal lives, and many of them think nothing of downloading an app at work that they think will help them accomplish tasks better. The problem is, unauthorized apps can open up security vulnerabilities, and reckless downloading can introduce malware into your systems.
Today there is help desk software that incorporates risk management tools that can help you avoid overenthusiastic end-users who download apps without IT authorization. This allows the IT service desk to better track authorized vs. unauthorized software, educate end-users about security, and tackle security problems while they’re small and manageable.
Help desk software can help or hinder IT service management, and there is no reason to put up with help desk software that does nothing to make other aspects of IT service delivery more efficient. Like so many other business applications, help desk software is available in the cloud, and this provides a convenient, cost effective option for organizations of all sizes and in all industries.
Samanage offers cloud help desk software with powerful, fully integrated IT asset management features. It also makes building a valuable knowledge base easy so your team won’t duplicate past efforts. With Samanage’s self-service portal, your motivated end-users will have an easier time solving more of their own IT issues, and risk management features make tracking threats easier than ever. With Samanage, not only will your help desk work more efficiently, overall IT service management will improve too.
About Kyle Shepard
Kyle is a Senior Manager of the Customer Success team at Samanage. His team provides ongoing support in service management strategy for evolving customer goals. He speaks on webinars and other educational resources in ITSM. He also played college lacrosse.
Read more articles by Kyle