There are many customer service software solutions on the market today, ZenDesk and Kayako to name a few, all aimed at empowering help desks to enhance interactions with external customers. And, while these applications are very valuable, they are quite different from the IT service management (ITSM) systems that companies need to support internal users. Yet, many companies believe these tools are one and the same. This myth, however, can be detrimental to their related IT service and support operations.
Customer Service is for Supporting Your Company’s Customers
A customer-facing help desk and an internal IT service desk have two completely distinct sets of needs. Customer service and help desk solutions are all about fostering customer relationships, and providing assistance and support to clients whenever needed. They aid in gathering information about a problem, and organizing and storing it in a way that makes it easy for staff to track it as it is being handled and resolved. Many of the available solutions also provide self-service capabilities, so customers can address simple or routine questions or issues on their own, without the assistance of a help desk professional.
IT Service Management is for Supporting Your Internal Technology Environment
IT service management systems perform many of the same functions as a customer service tool, only the goal is to efficiently service internal employees, instead of external customers. However, there are many other important elements required to enable true enterprise-wide ITSM. And customer service systems simply don’t provide the needed capabilities.
For example, IT Service Management tools include a variety of additional capabilities to support incident management, problem management, change management, configuration management, and release management. They also offer service catalogs and an integrated knowledge base. These capabilities are designed to not only accelerate and enhance the delivery of service to end users and improve the productivity of IT support teams, they also empower companies to better control and manage changes to their IT infrastructure, and to ensure that IT services and related processes are tightly aligned with strategic corporate goals and objectives.
About Doron Gordon
Doron Gordon is a successful entrepreneur and current SVP, ITSM at SolarWinds. As a successful entrepreneur, he founded and served as CEO at Samanage (acquired by SolarWinds). Prior to founding Samanage, Doron was a co-founder and VP of sales and marketing at Continuity Software, a leading provider of disaster recovery and high-availability management solutions. Earlier, Doron was a senior manager at BMC Software, a global leader in IT management software. He was also the founder and CEO at Always-On Software, an innovative application service provider.
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