Email – it’s a love and hate relationship. Originally designed as a vehicle for communication, it has since outgrown this definition within global corporations. Nowadays, email is more than just a way to communicate, it’s everything. When anyone needs anything, they turn to email. The result? Email overload, lost productivity, and an unnecessary amount of time spent on manual processes. Luckily, with tools such as IT service management (ITSM) software and instant message/chat solutions being introduced, your company can salvage itself from the email blackhole.
SUBJECT: Computer Froze…Again! Need help!!
How many times have you written an email like this? Or, IT folks, how many times have you received an email like this? It probably drives you crazy. Whether it’s a frozen computer, a forgotten password, a broken printer, or other common service requests, it’s time to move past the era of using email for these break-fix tasks. The issue is most employees don’t know how to resolve the issue on their own, no matter how repetitive or mundane. This is completely okay and understandable. The solution? ITSM software introducing various tools to employees, allowing them to self-serve their issues BEFORE emailing you and that inbox that is already flooded.
You’re a standard user, and the catastrophic has occurred…You’ve got yourself a frozen computer. You enter the portal in a moment of panic and stress, yet you emerge as a seasoned IT technician. Magical, right? Let’s talk about some pieces that can create the magic.
This space can be used to define, explain, and organize IT service protocols and processes. Along with each process, a description, image, and cost can be included, giving end users all the information they need. When a repetitive incident comes up, the service catalog allows users to request the service and immediately begin pre-established steps. Talk about streamlining. Say goodbye to service-related email conversations.
Following the service catalog’s theme of empowering users, the knowledge base enables IT departments to take advantage of existing service knowledge and share it will all users. Each time a service is performed internally, all correspondences can automatically be added to the knowledge base. Templates to solutions can be made to help end users resolve issues themselves. The overall focus is simply to build upon previous incidents, always retaining and documenting the knowledge your IT department gains. We all know that in life, and in the IT world, there’s always something to learn.
Convenient and Collaborative Harmony
The self-service portal provides users and IT staff with ultimate convenience. Tasks are automated, emails are avoided, and knowledge is captured. Additionally, the self-service portal introduces a community aspect to this otherwise ugly, angering service process. If you’re a user who experienced an incident last week, you should be able to have a place to help out your fellow co-worker. Post a comment on an open incident, and just like that, you’ve expedited this incident’s resolution. Collaboration, it’s a beautiful thing, isn’t it?
About Ilan Szulik
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