Many companies have large, geographically-dispersed organizations that span multiple sites, offices and branches, and other locations. Without the right tools in place, this can make IT service management a particularly harrowing endeavor.
Our new IT Service Desk is designed to easily support the needs of these types of businesses, enabling them to better organize a large volume of service requests using the built-in sites and departments feature. This powerful capability allows an IT support professional to quickly and easily create an intuitive organization chart that includes all the various locations, departments, or divisions that he oversees. These sites can then be directly correlated to the appropriate assets and incidents, so they are handled accordingly.
The end user portal plays a key role in this feature. IT teams can choose to let (or even require) users to include their site or department when submitting a new incident. This information can then be leveraged in a variety of ways to enhance and accelerate incident handling by improving such factors as resource allocation and incident prioritization.
Both incidents views and reports can then be sorted and filtered by location, making it easier to organize issues and problems, or assess how sites are performing in comparison to one another.
IT departments can also better segment their processes and improve service to end users by providing each location or site with a single point of support. This can be accomplished using the auto-routing feature within our IT service desk. Incidents, when submitted, can be dynamically assigned to certain individuals, or teams of individuals, based on the site or location opening the ticket.
Visit our Web site to learn more about these capabilities, and the many other innovative features in our new IT Service Desk, part of our fully integrated suite of SaaS IT Management products.
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About Laura Miller
Laura Miller is the Director of Sales in North America for Samanage. She works one-on-one with customers ranging from SMB to Fortune 500, providing them with a modern way to look at service management. Laura's ITIL experience and ITIL v3 Foundations certification provides her with a unique understanding of the service management industry. Her guilty pleasures are anything chocolate, ice coffee, and reality TV.
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