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The Top 3 Features to Look for in Service Desk and Help Desk Software

07/24/2019 by: Jaime Spector

Group of workers with headsets.

ITSM software is an investment, and you want to spend your dollars wisely. There are ITSM tools with very useful features – how do you decide what you really need? 

This article highlights three crucial features in ITSM tools: automation, AI, and delivering high user satisfaction. Read on to learn more about those features and which ITSM tools have them. 

Automation

Stephen Mann, an ITSM expert, cites automation as a crucial feature for ITSM software. Why is that?

Automation saves time and money. There are a number of tasks that can be automated. For example, ITSM tools can automate knowledge delivery.

“The average minimum cost of a help desk ticket is $27 in North America”

Here’s how it would work: instead of a user calling, emailing, or going in person to the help desk, he or she would navigate to a help desk portal or open a chatbot window. Then, the user would type in the question or problem. In moments, the self-service portal or chatbot would comb through knowledge base articles to provide the best possible answer for the user. 

Thanks to automation, help desk staff don’t spend time with questions such as password resets. Rather, they can focus on crucial tasks, and users still get the answers they need. 

7 Reasons Why AI Will Change Everything on the Service Desk - offer

Artificial Intelligence (AI)

AI is another vital feature to look for in ITSM software. Why is that? 

Automation and AI go hand in hand. We’ll go back to the example above about automating help desk services. AI is able to ensure automation is intelligent. When a user types in a question or phrase, AI engines search for keywords (such as “password reset” or “printer jam”), and then serve up articles related to those phrases. 

“According to Gartner, the number of AI implementations in IT has grown to 37%”

AI is trained to find the best answers to problems. What makes AI even more special is that it can learn on its own. If a ticket comes in relating to a network outage, it will file that information away and categorize future network outage tickets based on that information. 

Delivering High User Satisfaction

This last item isn’t exactly a feature – no ITSM software vendor can guarantee higher levels of user satisfaction. That being said, useful features within ITSM tools (such as AI and automation) can go a long way in making users happier. 

Why is that? The combination of AI and automation means that users have to wait less time to get the help they need. Moreover, AI helps them find the right answer, which makes it easier for users to get back to work and be productive. 

“Research from the Service Desk Institute shows that 64% of help desks feel pressure to provide excellent customer service”

The ITSM software market has a number of players in it. How do you know if you’re making the right choice? You can tell when ITSM tools offer you the right features: automation and AI, which boost user satisfaction.

| ITSM