The new year is around the corner, and while kids around the world prepare their Christmas wish lists to send to Santa, it may be time to think about what your help desk team could use this holiday season. If you are working with a homegrown help desk or have modified Sharepoint to create an IT support portal, chances are you are running into plenty of limitations. A homegrown help desk is unable to handle a large number of support tickets, a diverse range of support requests or empower your team to work at peak efficiency.
As businesses become more dependent on IT systems to support their everyday operations, many help desk leaders find themselves in a situation where they need to make meaningful upgrades and move beyond a homegrown help desk. An Incident management system is a key component of this upgrade. Three reasons why you should put incident management on your help desk Christmas list are:
1. It Makes Life Easier for Your Help Desk Team
An incident management system organizes support requests to empower your help desk team to spend as little time as possible on clerical work and prioritization and as much time as they can responding to user issues. The process automation functions supported by incident management modules will convert emails into support tickets, prioritize those tickets and transition them through various workflows.
This organization is essential when it comes to handling complex support tickets, as user requests can end up slipping through the cracks as they are passed between different technicians on the help desk. In an email system, having these complex, back-and-forth workflows can lead to emails being missed or ignored as they end up buried in an inbox. The labeling, sorting and prioritization tools built into incident management make it easier to avoid these types of problems, simplifying operations for your help desk team.
These tools make each day much easier for your help desk team as they remove the operational clutter that can make it difficult to get the job done consistently.
2. It Generates Business Value
A homegrown help desk may be effective in terms of eventually resolving end-user issues as they come up. However, support tickets can take a long time to resolve and users can be left with diminished productivity for an extended period of time. This can diminish your employees' ability to create revenue opportunities and erode their productivity. Avoiding these sorts of disruptions can create a significant return on investment by maximizing the value potential of your workers.
Furthermore, a good incident management platform empowers your support staff to work at its full potential, creating a situation in which both your business and support teams are able to create as much value as possible for your business.
3. It Creates Consistency
Process consistency is vital if you want to establish stable, effective support operations. Setting clear expectations and creating workflows that allow workers to meet those requirements enables support leaders to ensure that everyday processes live up to the business' demands.
With a homegrown help desk, there is almost always a degree of improvisation in how support requests are handled. Help desk team members are making decisions on prioritization, don't have any hard data on how long it takes to handle different types of support requests and are forwarding messages through whichever workflows make sense at any moment. Conversely, a good incident management platform standardizes prioritization, incident escalation and service request management, making it much easier to create consistent operations and establish best practices.
Incident management can serve as a gift to your entire help desk as it enables your team to work more efficiently and effectively, making each work day a little bit better.