Anyone who has had the pleasure of working the service desk is familiar with the “Monday Morning Blues.” You know….when you come into the office to find a huge queue of tickets waiting for you – a queue that’s growing by the minute. Sadly, this scenario is the norm for many service desks. Even worse – these already resource-strapped departments face the daunting task of manually tagging, categorizing and prioritizing those tickets by hand. That’s where service desk automation comes into play.
With the right tools and technology, automating routine help desk tasks is easy – from assigning tickets to appropriate team members to processing others electronically to tracking response metrics and more. Not only will service desk automation save your company tremendous man hours, which will improve your bottom line, but it’ll boost employee morale, helping with retention and creating an environment that breeds innovation.
Not sure where to start? Let’s take a look at a few key workflows through which service desk automation can produce immediate, measurable returns.
Processing incoming tickets
Think back to the days of telephone switchboards. One or a few individuals would have to sit there, manually answering incoming calls and re-routing them to the appropriate person. It wasn’t an efficient process by any stretch of the imagination.
Yet, the modern-day help desk is still set up much the same way, with support personnel tasked with going through each incoming ticket, assessing it and determining which person or department should be tapped for further action. It’s time consuming, inefficient and far too easy for things to slip through the cracks.
With service desk automation, software robots handle all incoming requests, automatically evaluating, prioritizing and assigning them to the appropriate party for processing. With smart automation, most, if not all of the incoming requests can actually be resolved without the need for human intervention.
Furthermore, integrations with existing systems and platforms, such as SolarWinds, ServiceNow and Cherwell, is also possible, streamlining the entire IT help desk environment.
Centralizing ticket metrics
Most help desks are measured by things like average response time and mean time to resolution. Obviously the goal is to deliver as close to 100% service as possible in the most timely and efficient manner possible. But tracking those metrics can become just as cumbersome as actually handling the tickets themselves.
With the right service desk automation platform, you can easily view and track all of your defined metrics in one central dashboard. Customized views can provide access to the data that’s relevant to each individual or team. For instance, front line managers can easily assess how team members performing in real-time while high-level executives can gain a broader overview.
Mobile ticket management
In today’s mobile age, the service desk no longer exists as a physical entity. Tickets will inevitably come in while the appropriate party is away from his or her desk or not logged in. In these instances, how can the help desk avoid costly bottlenecks and delays?
Quality service desk automation software removes the proverbial chains from the traditional help desk setup, making it possible for anyone, anywhere to receive and respond to notifications and escalations. So, when the server goes down at 2am, the person designated to handle the situation will be instantly notified via text and able to take appropriate action immediately.
Not only does service desk automation minimize downtime and speed mean time to resolution, but because it’s mobile-friendly, IT teams enjoy much more freedom and flexibility – the likes of which would have been virtually unheard of just a few years ago.
If you manage or even just work for a help desk that is still operating under manual operations, the time to take action and turn things around is now. Get started with a free, interactive demo and experience the Next Generation of IT Automation and Orchestration for yourself!