Why do people contact the IT help desk? Usually, they either have a question or need help. Most of the time, their questions and requests can be handled without much technical knowledge or expertise at all. It is much more about customer service than it is the information technology. When shopping for an ITSM solution, let the software handle the service management, and allow your IT folks to get back to the technology part of the equation.
Service Management Can Be Automated
When budgets get cut, IT is often one of the first on the chopping block. Even in a recovering economy, executives are loathe to up the IT budget too drastically in case the bottom falls out again. Most IT departments are struggling with tight budgets, low numbers of personnel, growing demands for newer and better technologies, and increasing numbers of customers who need service. Still, lowering the offerings or speed of ticket resolution isn’t an option — the IT department has to find a way to do more with less, and ITSM solutions are exactly the way to do that.
With a cloud-based ITSM solution, the service part is automated. Customers can still get the answers they want, make requests for the things that they need, and summon the tech help they require — but this process becomes wholly transparent, traceable, and measurable. Through a cloud-based ITSM, customers can access knowledge bases, get tutorials, request new hardware, and more — all without the help of an IT professional.
The ‘IT’ Can’t Be Automated
What can’t be automated is decision making about new technologies to invest in, troubleshooting hardware and software issues, installing new hardware and software, and other aspects of the IT department that lay outside the service offered by the help desk. With the right ITSM, the service can be automated, freeing the workers to get back to the IT part of the job.
Additionally, software may actually do a better job at customer service than a tech worker can. After all, ITSM software never has a bad day, never forgets the answer to an important question, and never forgets that someone called in asking for assistance with something. All of the calls, questions, and requests are there, fully visible.
Plus, ITSM software can do much more for the IT department aside from handling incoming customer calls and requests. ITSM software can include asset management solutions for both your hardware and your software products. It can serve as a knowledge base for collecting and sharing important information about the company and its systems across the organization and within the IT department. Some solutions also include security features such as risk detection.
So, it just might be possible to take the ‘IT’ out of ‘ITSM’ and leave the tech workers to do what they do best: taking care of the technology for the organization. The ITSM can do the business of serving and managing the customers.