For most companies, IT service management is critical to keeping the systems that employees and/or customers rely on performing at peak levels at all times. Therefore, ensuring that related IT service desk processes are efficient – for example, that issues are addressed and resolved as promptly as possible – is of the utmost importance.
The SAManage SaaS-based IT management system offers a variety of features designed to enhance IT service desk operations, and to help IT service management teams to do their jobs better. These capabilities allow staff members to interact directly with the end users who are reporting problems or requesting services provided by the IT team, and automates the execution and tracking of key tasks. This, in turn, offers significant benefits, including:
- Improved communication and collaboration between IT professionals and those they support
- Accelerated issue handling and resolution and streamlines IT support processes
- Increased productivity of IT service desk workers and other stakeholders throughout the company
- Reduced support costs
How does SAManage enhance IT service management?
SAManage IT service management capabilities provides a facility that automates the routing of certain types of support incidents to specific individuals. The requester selects a ticket type when they are creating a new request (note: these ticket types are fully customizable). This lets the system know who the request should be assigned and distributed to. For example, a technical problem would be immediately sent to a technician working the IT service desk, while a request for new software would be routed to someone in purchasing. This helps speed up response times by ensuring that the right people are designated to handle each and every ticket.
Additionally, businesses can set up multiple email drop boxes – one for each ticket type. So, for example, acquisition requests would be sent to email@example.com and forwarded to the acquisition drop box. New acquisition requests would automaticly get assigned to members of the procurement department who could then respond to each accordingly. Or, requests for software or hardware installations would be sent to firstname.lastname@example.org, a support drop box that might be overseen by certain IT service management professionals.
But, most importantly, SAManage provides a direct line of communication between those who open tickets, and those who handle them. When a ticket is created and routed, the IT professional receives an email alerting them of the new issue. They can then simply reply to that email to ask questions, or gather more information from the end user. Responses to those questions can also be sent via email.