Over
the past few years, service desks were only assigned to respond and
record to user issues that took place in the environment. Today
service desk analysts have become more proficient in handling this
task. At the same time, the role and scope of the IT service desk has
expanded in order to assist a wide range of IT management practices
and IT companies need to match their solution to these evolved needs.
The modern day service desk operates at the front office of IT and
orchestrator of many IT service management activities that are
included in ITIL best practices library. The process sections of
problem and incident management, configuration management, change
management, release management and others need to orchestrated and
connected to benefit the service consumer.
The
IT Service Desk is changing
Today
the responsibilities of the ITSM
tools are
changing as well as expanding. The primary responsibility is to
improve the consumer satisfaction. This is done by functioning as the
single contact point for all the IT customers to maximize the service
accessibility, restore services whenever possible and offers business
systems assistance. The increased pressure on IT for reducing
expenses has placed the service desk front and center as an
enterprise that can set up processes that many other enterprises, in
and out of IT can utilize. The service desk team therefore becomes
the owner and custodian of IT services offered to the line of
business.
Today
eminent service providers of ALM integration have
come up with innovative IT service management tools that
cater to the changing IT service desk scenario. Some of the selected
features include:-
*
Numerous service requests can be associated to an incident and in
such a case, the closure of these requests depends strictly on the
closure of linked incidents.
*
The IT help desk software enables various helpdesk procedures and
enables the deployment of various workflows even within a single
helpdesk interface
*
There is a multi-user conditional resolution capacity that helps
numerous helpdesk people to play various roles for various conditions
*
Innovative IT help desk software solutions effortlessly integrates
the helpdesk and all other constituents of IT service management
tools for instance problem management, change management, release
management and incident management.
Numerous itsm
service desks today have realized the gap that lies between
their present state and an optimal state concerning expenses, user
feedback, staffing, scalability and opportunity. Every organization
must assess their service desk state to assess how well they have
been leveraging the process, people and the technologies available
today. Numerous service desk vendors have most of the functionalities
today. Hence, it is essential too assess
the IT service management offerings
from a service provider prior to joining hands with it.
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