We know that having end users make countless phone calls to your IT service desk to check the status of tickets or ask routine questions is not the most efficient way to work. Your IT technicians need to focus their attention on more critical problems, like servers that have crashed, or PCs with viruses.
That’s why our users often ask us questions like “how can I reduce the number of calls made to my help desk?”, or “how can I give my users the ability to address their own basic support problems?”
We recently upgraded our self-service portal for just this very reason. Powerful new functionality makes it easier than ever for users to “help themselves” when it comes to certain aspects of IT service management (ITSM).
Opening and Tracking Tickets
Users don’t need to call your IT service desk to report a problem. Instead, they can open a new ticket directly through the self-service portal. Or, they can simply send an email to a dedicated support email address (i.e. support @acme.com) stating the nature of their problem.
And, when they want to know what the status of those open issues is, they can simply return to the portal. They’ll be able to see which technician is working on the issue, and the steps that have been taken towards a resolution.
Solving Problems On Their Own
There are certain simple queries and problems that don’t necessarily require the direct assistance of an IT technician. For example, a user may want to download a Flash plug-in, or request that a certain software application be purchased. In these cases, you can use the IT knowledge base to publish FAQs, trouble shooting tips, and other instructions, allowing end users to address certain needs on their own. An added bonus? The knowledge base is accessible around-the-clock, so your end users have the answers they need, even when your technicians are not there.
About Laura Miller
Laura Miller is the Senior Director of Sales Operations, ITSM at SolarWinds. 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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