The problem of incident-focused help desk architectures
Technology incidents may well make up some of the most disruptive issues that business workers face. Issues like password problems, application glitches and database inefficiencies can sometimes be easy to fix from an IT perspective. However, they can also be tedious and mind-numbing to handle when they happen on a regular basis. This is where identifying incidents that have become problems is critical.
When you have an IT problem it needs to be resolved to ensure consistent business operations. There are times when a small glitch or incident is just that, an isolated event that needs to be fixed and left behind. There are also times when repeated incidents are indicative of technology problems that are eating away at productivity under the surface. If you can identify the problems behind incidents you can start to get ahead of the service management curve and take key steps toward efficiency.
Establishing effective problem management strategies
Dealing with problems is not always simple, and the process generally requires that IT teams move from a simple help desk to a more sophisticated service desk architecture. A service desk provides the kind of automation and incident tracking features that IT teams need to identify which incidents are indicative of problems that need to be dealt with. This helps IT administrators move beyond spending their days solving basic incidents and progress to solving problems.
The service desk advantage
Resolving IT problems ensures that common incidents do not arise as frequently and are not as disruptive from an operational perspective. However, you can run into difficulties trying to address problems, especially if you face many of them, without an IT service management platform in place.
An ITSM solution gives IT teams the change management capabilities they need to handle problems consistently and with the auditing functions needed to ensure regulatory compliance.