Six features of modern service desk | Whitepapers Online
Published on 31 Aug 2020
There are some really big ideas for emerging technology. Roadmaps call for self driving cars and AI-powered personal assistants. The goal for most of these products is to take over some of the tasks we’ve always had to do ourselves. Clean our houses, drive our cars, and adjust our calendars so we can do more productive things with our time. The goal of internal service management has always been to simplify workflows, and what better way to simplify than to leverage some of these concepts of new technology for your service desk?
Modern solutions are helping technicians and users cut out parts of the process that slows them down. Obviously, we still need our service desk and we still need our technicians, but we shouldn’t need an admin to watch every ticket that comes in and decide where it goes. Users shouldn’t need to wait for a technician to reset a password. Administrators shouldn’t need to pull their hair out over hundreds of metrics and their relationships to each other. Everyone has better ways to spend their time than completing these cumbersome tasks, and new technology is giving back that time.
The benefits of using new technology in your service desk:
Users are finding their own simple solutions through self-service. Smart service desk solutions are pointing them in the right direction when they fill in data for a ticket. Automations are cutting out early steps in ticket routing and priority levels, so technicians are spending more time problem solving where it’s needed most. Updated and nuanced reporting gives your team a clear picture of where they need to deploy resources.
Smart technology will help users create tickets with complete and accurate information, saving time on communication. It will cut out time wasting tickets including repetitive incidents and simple password resets. From a service agent perspective, tickets and requests are automatically routed and prioritized, saving wasted time at the start of the process. Time is money in service management. The more quickly the service desk is, well, serving its customers, the lower the cost per ticket.
Culture of Quality:
Users can now handle some of their own problems without opening a ticket, sending an email, or waiting for a response. And, when there are tickets or service requests, they are handled efficiently, which leads to satisfied customers.
Culture of Success:
There are dedicated resources in the right areas, efficient automations, and so many shortcuts people don’t even notice them. Now, people throughout the organization can focus on what makes them valuable instead of splitting that time with tedious work and distractions from the business goals. It’s a positive experience for both users and service desk technicians, creating a better work environment.