Advanced ITSM Tools Can Solve Common Support Problems

11/25/2014 by: The SunView Team

If you've worked on IT support at any time in your professional career, you've probably dealt with repetitive incidents like users requesting a password reset. A recent InformationWeek report explained that password resets are only one of the common issues that keep showing up for support workers. Two more complex concerns are popping up all the time at the help desk and sophisticated solutions are needed.

Two issues that frequently show up on the help desk
Moving beyond password resets, support teams often have to deal with challenges when it comes to releasing new application iterations and updates. The bring-your-own-device movement is the second issue leading to frequent support requests, the report said.

Frequent releases and updates: According to the news source, new application updates and releases are coming at a faster pace, especially as organizations like Microsoft ramp up their pace of updates. This is complex enough as most organizations are forced to take a reactive approach to making updates, applying patches and upgrade hardware. However, things get even more complicated as support teams need to help users in remote locations, including sales workers accessing the corporate network through the VPN or employees operating from a branch office.

Dealing with these updates on remote and local systems is extremely challenging on a variety of levels, but advanced service management solutions can play a key role in alleviating the pressure to get more proactive and respond more effectively to release-related issues.

BYOD: The BYOD movement is transforming the way workers access technologies and services. BYOD adds complexity to the release problem, but it also creates an environment in which users need support for a vast array of operations. Everything from setting up the devices in the first place to supporting ongoing operations can lead to a rise in incidents, problems and other support requests. The report also explains that organizations need to think about issues like endpoint visibility, mobile device management and other specialized tools that enable better BYOD functionality.

These common incidents impacting the service desk do eventually boil down to a common denominator - technology is becoming more pervasive across businesses. Support teams need to be prepared to enable more efficient operations across a diverse range departments.

Service management needs to extend beyond IT
The report explained that the best way to deal with a large number of repetitive incidents is to give users the tools they need to help themselves. This can only go so far. Besides telling users to take advantage of self-service portals and similar tools, you also need to train across departments to get different employees familiar with the ways they can resolve their own issues and keep them from getting to the service desk in the first place.

Letting users resolve their own incidents can help you resolve issues without putting an excess burden on support teams, but there are other ITSM tools that can also help support teams operate more efficiently in response to new technological problems.

Using ITSM to accelerate operations
Besides letting users solve their own issues, support teams can also improve their processes and use automation tools to get the job done more effectively. For example, release management tools can help organizations establish the policies, processes and functionality they need to support more frequent updates and new app deployments. Furthermore, line-of-business ITSM modules can give business users direct access to service desk tools.

A variety of technology trends are leaving support teams facing a heavy stream of repetitive incidents and an overwhelming number of issues they need to resolve. Advanced ITSM tools that enable support teams to automate and optimize processes while getting end users involved can pay dividends.

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