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IT is the lifeblood of every modern business and the service desk is the heart that keeps that blood pumping. Fit and healthy businesses need strong service desks. If the service desk doesn’t function properly the rest of the business won’t stay healthy for very long.

Why the service desk is so important

Staying on top of how well the service desk is operating is a huge aspect of ITSM. Why? Because when it comes to identifying problems, your customers are probably way ahead of you. Maybe you have a suspicion that it could be in better shape? Well, unfortunately, if you’re  at the stage where you there are problems then it’s almost certain that your users already there are problems.

How do outdated service desks perform?

Here are some tell tale signs that your service desk is outdated:

Your IT support staff is constantly navigating between different databases, apps, systems, networks and drives. These tools all have their own little quirks and not one employee on the service desk fully understands how they all work. Coordinating tasks and workloads becomes very difficult - especially when some areas of expertise are confined to only one or two staff members. If a key staff member is sick or on holiday, bottlenecks quickly occur.

Communication between the service desk and customers is tense. No one seems to know how long outages will last. Solutions are often developed in a rush and don’t last very long. Within days' customers are reporting exactly the same problem with the service desk because the initial solution failed. Work has to be repeated and time is wasted.

Meanwhile, customers are frustrated and often unable to do their work because they are without access to vital resources. Inefficiency starts to snowball. A vicious circle develops: tasks pile up, customers are kept in the dark, morale decreases and every day the system becomes more outdated.

Solutions? Automation and an Enterprise Management System

If this sounds like the service desk in your company, then you badly need an upgrade. Adopting automation and a comprehensive enterprise management system is the best way to overcome the problems faced by an outdated service desk. The benefits are clear and make for a strong business case in terms of efficiency.

Automating basic tasks such as issuing status alerts, sending emails to customers recognising that their call has been logged, and prioritising jobs based on meeting key SLAs are examples of how repetitive, time consuming tasks can be eliminated. And that means more time can be spent on resolving outages.

An enterprise management system can also unify all of your existing tech and consolidate it in one intuitive platform involving more departments. Combining your existing tools within a unified system eliminates many of the awkward legacy issues that were once the sole responsibility of one particularly stressed out expert. As a result tasks and workflows become much easier to plan and manage - everyone can get their hands dirty.

Your service desk no longer has to coordinate tasks across a range of applications. It’s all there in one place. A shared platform also makes it much easier to roll out new workflows and practices throughout the company because everyone is on the same page.

Above all, customers are kept in the loop and can expect their issues to be resolved much more quickly, meaning they can get on with their work too.

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About Richard Fredriks

Richard works as our Support Manager and has strong focus on improving customer satisfaction. He uses his energy and creativity to assist with cross department projects to improve quality and experience. He has a passion for people, soccer and technology.

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