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3 Tasks Every Service Desk Should be Automating

3 Tasks Every Service Desk Should be AutomatingAnyone 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!

IT Process Automation Survival Guide

Improve Help Desk Functionality & Boost User Satisfaction with IT Automation

Improve Help Desk Functionality & Boost User Satisfaction with IT AutomationWithout question, technology has become the foundation of business operations across every industry. As a result, help desk functionality is becoming increasingly critical. Help desks provide end users with a direct point of contact through which they can receive support for any and all IT issues they experience. The goal of any help desk operation is to provide fast, efficient first call resolution to reduce down time, thereby improving service levels. Adding IT automation can help facilitate this goal to not only meet, but exceed customer expectations at every turn.

To be most effective, today’s help desk operations must adhere to the following best practices:

  • Provide a single point of contact to report all IT incidents
  • Staff help desk with skilled, knowledgeable support personnel
  • Efficiently track all incoming notifications
  • Implement appropriate escalation procedures
  • Deliver fast and accurate problem resolution

So, what’s the best way to consistently achieve all of these best practices? The most successful help desk operations leverage advanced technology to handle incoming incidents, both reactively – by more effectively managing incoming notifications, and, in ideal cases, proactively – addressing potential problems before they have a chance to develop in the first place. IT automation provides this added level of efficiency and helps to improve the satisfaction levels of both the end user as well as the help desk agents.

IT automation can enhance help desk operations in a variety of ways, including:

  • Real-time, end-to-end incident management
  • Seamless notification and escalation process
  • Improved accountability and ownership
  • Remote incident management
  • Ability to incorporate automated response with human decision making
  • Self-service options for improved end-user experience
  • In-depth reporting to measure incident resolution performance and mean-time-to-repair (MTTR)

IT automation can also improve the internal functionality of a help desk operation. Typically, this department is comprised of personnel at differing levels of skill and expertise. Each level has different responsibilities and expectations. For instance, level 1 support personnel are typically the first point of contact for incoming incidents and may have the authority to provide support for more basic requests, such as password resets and system restarts.

Should the first level support team be unable to resolve the issue at hand, it is then escalated to the level 2 group, who are usually more knowledgeable and possess the experience and advanced IT skills necessary to provide more in-depth support. Finally, level 3 support is usually obtained directly from the software or hardware providers as needed. Of course, the goal of all three levels is to restore functionality and get the end user up and running again as quickly as possible.

What if there was a way to alleviate some of the more basic functions of level 1 support, freeing these staff members up to be able to improve their skill levels and assist those at higher support levels?

How much more efficiently would the help desk run in such a scenario?

Or better yet, what if there was a way to manage IT incidents so that problems could be identified and resolved prior to an alert even coming in?

With IT automation, you can accomplish all of this and more.

By automating custom workflows and supplying end-users with self-service options, level 1 support personnel are free to focus their efforts on more important tasks and projects. This instantly optimizes your resources, allowing for an enhanced level of support without the need to bring in additional personnel, which, in turn, looks good for your bottom line. And by automating and executing certain sets of checks and recovery procedures, incidents can be identified and addressed as soon as they occur, in many cases before a help desk call is even necessary.

Want your help desk to function as effectively and efficiently as possible? Want to improve and exceed service levels and create a better experience for both your end-users and your team? IT automation is the powerful tool that will help you do just that, improving business operations overall.

Try it for yourself FREE for 30 days! Click here to download.

eBook: 10 time consuming tasks you should automate

5 Ways to Use Workflow Automation to Transform Your Help Desk

5 Ways to Use Workflow Automation to Transform Your Help DeskThe help desk is somewhat of a necessary evil for most larger organizations. Without such internal functionality, end users would run into regular issues that could significantly impact productivity, and as a result, the company’s bottom line. Yet, perhaps paradoxically, this department is often wrought with bottlenecks and inefficiencies that can actually cost the company money. The good news is, thanks to workflow automation, this function can be transformed for optimum efficiency, providing superior end-user support while maximizing staff skills for the benefit of the company as a whole. Here’s how.

  1. System Integration

    In the interest of time and money, most companies – particularly at the enterprise level – cannot afford to completely replace all of their systems. One of the nice things about workflow automation is that, with the right tool, legacy systems can be easily and seamlessly integrated. That means complete optimization of existing systems for peak performance

  2. Self-Service

    For most help desk issues, time is of the essence – even if it’s a simple password reset. When an end-user is locked out of his or her workstation, productivity doesn’t just suffer, it grinds to a halt. The problem is, when IT personnel are busy putting out other fires, it can inevitably cause costly delays. Workflow automation via a self-service portal allows common issues to be resolved instantly, without the need for help desk intervention.

  3. Automatic Escalations

    With manual escalations, not only are there delays during the process, but important issues can sometimes slip through the cracks. By incorporating workflow automation into your organization’s help desk function, you’ll ensure that any and all serious issues are adequately identified, evaluated and prioritized and that the right party is notified to take action in a timely manner.

  4. Round-the-Clock Monitoring

    Like it or not, your IT personnel can’t be on all the time. Very few organizations can afford to implement multiple shifts to achieve 24/7 coverage. The problem is, critical incidents don’t always occur during normal business hours. This is another area that workflow automation can help, with technology providing round-the-clock monitoring and automatic execution of appropriate actions as needed.

  5. Reduced Errors

    Your IT department might be amazing, but they’re still human and people make mistakes. Unfortunately, when it comes to IT issues, one seemingly minor error can have catastrophic consequences. Because workflow automation handles entire processes electronically, the risk of these types of errors drops to almost zero.

The help desk function will likely never completely go away, but it’s an area that presents ample opportunity for further optimization. Workflow automation can be the missing puzzle piece that pulls everything together and makes your organization’s IT department as efficient and productive as possible, while also improving IT operations across the board.

Could your help desk benefit from workflow automation?

Why not try for yourself by downloading a free 30 day trial?

You’ll be amazed at how powerful and effective this tool can be for your business!





5 Ways to level up your service desk using it process automation




5 Common Service Desk Headaches that IT Process Automation Can Solve

5 common service desk headaches that IT process automation can solveAutomation is certainly not a new concept. In fact, it’s been driving the advancement
and adoption of technology since the cotton gin and the assembly line. Yet, even with such a tool available, many service desks still find themselves behind the times when it comes to managing their day to day tasks, and they’re suffering needlessly as a result. Let’s take a look at 5 of the most common headaches these professionals face on a daily basis and how IT process automation can provide the solution.

New Employee On-Boarding

Bringing a new employee up to speed can take a lot of time and resources for IT, particularly for those organizations that have a high turnover rate or are experiencing explosive growth. Additionally, knowing what types of systems and access each employee needs can be challenging. A solution would be to integrate IT process automation with HR systems to bridge the gap and empower those who know the needs of the employee best to handle the necessary on-boarding tasks without the need for IT personnel to step in.

Password Resets

If you’re paying skilled IT professionals what they’re worth and they’re spending a good chunk of their time doing simple, repetitive tasks such as password resets, you’re wasting your money. IT process automation offers the option of self-service. Not only does this free up your IT department to be able to focus on more important matters, but it makes the entire process faster and more satisfactory to the end-user who doesn’t have to waste time waiting for the help desk to respond to a ticket. From an organizational standpoint, self-service tasks make for more productive employees, so everybody wins.

Temporary Admin Access/Permission

In many instances, employees require that certain permissions be granted in order to access third-party applications. Typically, this would require a ticket to the help desk, which would in turn require someone from IT extending temporary admin privileges to the end-user. Not only is this a time-consuming process, but granting such access can open up the risk of potential security problems. With the right IT process automation tool, local admin rights (which are limited for security purposes) can be requested through a self-service portal.

Ad-Hoc Issues

No matter how good of a system a company has in place, there will be incidents in which certain unforeseen issues occur. Typically, these problems would be handled via the help desk. While the designated IT department employee works to identify, troubleshoot and resolve the issue, the end-user must wait. This can significantly impact productivity. It’s also a waste of time and resources for IT personnel. What’s more, in cases that require an entire workspace reset, end-users are forced to recreate their IT environments once they’re back up and running, another frustrating waste of time. IT process automation eliminates this by allowing employees to reset their profiles based on specific application without the need to wait or rebuild their workspace.

Employee Off-Boarding

Just as there is a process when new employees come onboard, there are certain steps that must take place whenever someone leaves a company or transitions to another position within. By integrating IT process automation with the business’ identity system, the appropriate role/access changes or terminations can be handled in one central location.
Technology is supposed to make things easier for IT personnel, not more complicated. With the right ITPA tool, your help desk can be transformed from a costly waste of time and resources to a highly-effective driver of ongoing internal success for your organization.
Not sure where to begin? You can start by checking out the top 10 automated processes. From there, simply download your free trial and start putting the power of IT process automation to work for your company.





5 Ways to level up your service desk using it process automation




Improve Help Desk Functionality and User Satisfaction with IT Process Automation

Improve Help Desk Functionality and User Satisfaction with IT Process AutomationWith technology becoming the foundation of business operations across just about every industry, the functionality of a help desk is becoming essential. Help desks provide end users with a direct point of contact through which they can receive support for any and all IT issues they experience. The goal of any help desk operation is to provide fast and accurate first call resolution to reduce down time for the end user, thereby improving service levels. Adding IT process automation can help achieve this goal and exceed customer expectations, each and every time.

To be most effective, today’s service desk operations should adhere to the following best practices:

  • Provide a single point of contact to report all IT incidents
  • Staff help desk with skilled, knowledgeable support personnel
  • Efficiently track all incoming notifications
  • Implement appropriate escalation procedures
  • Deliver fast and accurate problem resolution

So, what’s the best way to consistently achieve all of these best practices? The most efficient and successful help desk operations leverage software and technology to handle incoming incidents, both reactively, by more effectively managing incoming notifications, and, in ideal cases, proactively – addressing potential problems before they develop. IT process automation provides this added level of efficiency and helps to improve the satisfaction levels of help desk associates and the end user.

IT process automation can enhance help desk operations through:
  • Real-time, end to end tracking of incidents
  • Seamless notification and escalation process
  • Improved accountability of incident owners
  • Remote incident management
  • Capability to combine automated response with human decision making
  • Self-service options for improved end user experience
  • In-depth reports on incident resolution performance and mean time to repair (MTTR)

IT process automation can also improve the internal functionality of a help desk operation. Typically, this department is comprised of personnel of differing levels of skill and expertise. Each level has different responsibilities and expectations. For instance, level 1 support personnel are the first point of contact for incoming incidents and may have the authority to provide support for more basic requests, such as Active Directory password resets and service restarts.

Should the first level support team be unable to solve the problem at hand, the issue is then escalated to the level 2 group, who are usually more knowledgeable, and possess the experience and IT skills to provide more advanced support. Finally, level 3 support is usually attained directly from the software or hardware providers as needed. Of course, the goal of all three levels is to restore functionality and get the end user up and running again as quickly as possible.

So, what if there was a way to alleviate some of the more basic functions of level 1 support, freeing these staff members up to be able to improve their skill levels and assist those at higher support levels? How much more efficiently would the help desk run in such a scenario? Or better yet, what if there was a way to manage IT incidents so that problems could be identified and resolved prior to an alert even coming in? With IT process automation, you can accomplish all of this and more.

By automating custom workflows and supplying end users with self-service options, level 1 support personnel are free to focus on more important business matters. This instantly optimizes your resources, allowing for an enhanced level of support without the need to bring in additional personnel, which, in turn, looks good for your bottom line. And, by automating and executing certain sets of checks and recovery procedures, incidents can be identified and addressed as soon as they occur, before a help desk call is even necessary.

Want your help desk to function as effectively and efficiently as possible? Want to improve and exceed service levels and create a better experience for your end users?

IT process automation is the powerful tool that will help you do just that, improving business operations overall.





5 Ways to level up your service desk using it process automation