A business’s helpdesk needs to be able to cope with customer queries efficiently, and ITSM software can help you to do this by modernizing your processes.
Helpdesk service is a major part of ITSM, with ticket management application being one of the most important factors. Here are some of the ways that ITSM software can improve your service desk and improve your business overall.
Knowledge management is one of the features of IT service management software that will have the biggest impact on your service desk. This involves providing your organization with a system to organize information that the employees in the IT department can then use as a resource.
This can help to save time by ensuring end users find the answers they need and speed up processes so they can answer queries much faster.
Another benefit of knowledge management is that end users can also get access to information on their own. This self-service option comes in the form of a knowledge base. You can fill this with lots of detailed answers so they can find the answers they need to without having to get help.
It saves them time, improves the customer experience, and frees up your agents to focus on other more complex request and provide a better service.
Incident management is another feature of ITSM that can help to improve the service desk. This involves automating the processes right from the moment a new incident is logged up until the incident has been marked as resolved. This helps to make the whole system more efficient for everyone.
Service Level Management
Service level management is all about setting targets for your team so that your employees have goals to reach. If they know what is expected of them, they are more likely to be able to provide it.
Using this feature, you can create service level targets and manage them, and you can create service level agreements (SLAs). Overall these can help to increase the speed that the IT team responds to request and improve the quality of the overall service.
Some ITSM software will provide live chat functionality, and this can help both your organization and the end users to enjoy a better experience.
The end users can speak to an agent without having to wait around for a reply, improving the service and your overall reputation. Your agents will also be able to deal with issues quickly, to take the pressure off the other agents who can deal with more complex problems.
You might be able to find ITSM software that includes a remote control feature. This can be very useful for your service desk agents, and they can use it to resolve issues experienced by end users no matter where they are based, and in real time.
End users can get their issues fixed more quickly and securely without having to follow instructions because the skilled agent can do the work instead, and this can help to increase customer satisfaction.
In the same way, you can improve your service desk experience for end users by providing them with a password reset feature. Using this, end users can reset their passwords and unlock their accounts without having to contact service desk agents.
This makes it much quicker for them, and it also helps to save the agents time so that they can deal with other issues.
When you invest in ITSM software, you will find that a lot of processes can be automated. You can use features like dynamic forms and priorities to do this.
While you don’t want to use automation for the whole of your help desk because customers often want some kind of human interaction, it can be a great way to save everyone time and effort.
Let the software handle repetitive and time-consuming tasks efficiently, so your agents are free to focus on other tasks that are more productive and helpful for end users.
Improve Your Service
These are some of the most important ways that your end users can benefit from a better service when they contact your service desk. This can save time for your agents and help them to provide a better service, which in turn can improve the experience for end users, increase customer satisfaction, and help with your brand image
There are many options available for ITSM software, so start looking for the right solution for your organization. Try to find one that includes all of the features you need, which will probably be most of the ones included above, then start to take advantage of the benefits of ITSM for yourself.
Michael Chapman works as an IT consultant and enjoys helping business owners get to grips with the software they already have, as well as need to grow their business.