How Can A Service Desk Solution Help Your Business?
Organizations across the world today cannot do without technology.
18:02 13 March 2020
It has become the core of most organizations today. Whether you run a business from home, or a multinational conglomerate, you just cannot do without some form of technology.
The thing is, technology can break down – just like anything else. So, what do you do when your website crashes, or there is a system outage? You call the IT service desk to resolve your problem.
So, what is a service desk, a service desk solution, and how does it help your business get stronger and bigger? Let’s find out.
What is a Service Desk?
A service desk is basically is single point of contact in an organization where users can go to for all their IT related needs. A typical IT service desk will handle concerns related to incidents (for example, service disruptions) and service requests (these are regular, day-to-day service-related work). A service desk also will communicate with IT users about planned changes or outages, among other things.
A service desk should not be confused with an IT help desk or call center. In ITIL (Information Technology Infrastructure Library), help desks and call centers are but a small part of the larger service desk ecosystem. Help desks and call centers are focused on resolving a problem. They are reactive in nature.
The IT service desk goes beyond the reactive nature of help desks and call centers. It supports broader organizational tasks such as IT resource provisioning, management and evolution. A service desk focuses on not just the tactical, but also the strategic goals of an organization.
So, a service desk will also handle the capturing of change requests, managing all software and hardware licenses, mapping the entire IT infrastructure within an organization and even supporting Problem Management, Financial Management, Capacity and Demand Management, Business Relationship Management and so on.
Challenges Faced by IT Service Desks?
According to a recent article published by Forbes, IT service desks normally struggle to meet the demands of their users. The agents at most service desks are swamped with ticket requests that are repetitive in nature, and this ends up taking up most of their time.
This leaves agents who are highly trained and capable of carrying out transformative work dealing with mundane issues.
On the other side of the fence, customers (or users) feel that the service desk does not respond in time to their needs and that they are not being provided with the tools they need to be able to do their jobs.
Service Desk Solutions to the Rescue
This is where the service desk solution can help an IT organization. Such types of software are designed to improve a service desk’s efficiency so that it can focus on the issues that can help drive organizational goals instead of being caught up in repetitive, day-to-day issues that are easily resolved.
Using a service desk solution means you will be able to automate easy to fix issues. For example, chatbots can be employed for repetitive and simple service requests or tickets that are raised by users.
Statistics show that a large chunk of the issues that a service desk deals with are common technology issues. Automation through a service desk solution can take care of these problems.
Using a service desk solution can also help you streamline your IT inventory management system. While the initial legwork may be arduous, it is worth the effort. Your entire organization’s IT ecosystem will be mapped. This has many benefits besides just improving the efficiency and response time of your service desk.
Let’s take a look at some of the benefits of using such a solution.
Benefits of a Service Desk Solution
Besides the obvious issues of creating efficiency within the IT ecosystem, here’s how a service desk solution can help your entire organization:
- Lower IT Operations Costs
You can lower your IT operational costs significantly by using a service desk solution.
- Minimize Service Outages
When you have a service desk solution in place, this software can also track and analyze all IT related issues across your organization. What this means is that this data can be used to proactively address issues that could lead to service outages.
For example, if your service desk solution identifies that during peak office hours, there is too much of a load on the system, leading to outages, your IT organization can take steps to proactively resolve that problem. This would lead to either a complete elimination of outages caused by load, or minimize it to the extent that it no longer has an impact on the organization and the users.
- Creating a Well-Managed IT Process, with Clear Role and Responsibility Definition
When you have a service desk system in place, a process is created. This process is repeatable and reliable, which ensures the smooth functioning of the entire IT organization, and, by extension, the enterprise.
People within the IT organization will know what their roles and responsibilities are, and customers will have a clear idea of what kind of service availability and service levels they can expect.
- Reducing Risk During the Change Process
One of the biggest challenges that an organization faces is IT change management. If not executed correctly, it can bring the enterprise to a halt.
So, for example, your organization is migrating to a new IT system, but it is not implemented correctly. This could lead to a massive outage, and the only way to resolve the issue could be to revert to the old process.
With a service desk solution in place, this transition would be risk-free since all infrastructure and components of your IT environment would be mapped. Mapping is just the first step of the process.
Your service desk solution will also be able to tell you the relationships and interactions between the various IT assets.
This means that when you are going through a change in your IT system, the service desk solution will be able to tell you the impact of these changes and also provide resolutions to prevent possible issues.