Why does your business need an ITSM Services Desk?

An IT service management desk is a single point of contact between the users and the IT department. While it is commonly referred to as an IT service desk, help desk and ITSM service desk, these are all interchangeable terms( but are different in their purposes) and are all directed toward end-user support. 

An ITSM service desk serves as the central place for all service needs and typically manages incidents, and service disruptions, and handles regular service-related tasks and service requests. 

What exactly does an ITSM service desk do?

Information Technology Service Management or ITSM is designed to align IT service delivery and connect users seamlessly. It is highly dedicated to delivering end-to-end satisfactory services in managed IT services. An ITSM service desk software aligns the entire IT infrastructure, facilitates planning and structuring, delivery of effective and improved IT services and high end-user satisfaction. 

Why does your company need an ITSM service desk? 

While a company’s productivity is not dependent on the hours of work put in by the employees, it is however dependent on the quality of the work and the efficiency with which it is performed. ITSM gives a structured approach to ensure that all IT operations and services are well-aligned, well planned and managed. It is required for 

• Ensuring consistent IT service delivery 
• Supporting business operations and improving efficiency
• Reducing business inefficiency 
• Protecting business

Benefits of having ITSM service desk software in your company

Provide a structure

Structure and consistency are everything in IT services. ITSM tools help build a system and ways of working that provides customer satisfaction. It helps in creating a standardized process and service delivery system that keeps track of everything.  Customers also understand what to expect and what services they will receive. 

Boosts Productivity 

This is one of the top benefits of ITSM. It enables managers to acquire a baseline for measuring the effectiveness of team members and the performance of IT services. This also helps in learning where improvements are required to improve productivity. Apart from this, ITSM tools ensure consistent improvement and implementation of new systems to boost productivity. 

Operational efficiency

ITSM ensures a structured IT infrastructure in place to harness maximum value from the existing resources and enhance the workflow. This improves the efficiency of the business processes along with streamlining the IT department. 

Customer satisfaction 

ITSM is dedicated to improving end-user satisfaction and customers are one of them. With every improved operation and productivity, overall customer satisfaction also increases. ITSM reduces service delivery and response interruptions, ensures 24*7 availability and the least service outages, quick response to service requests and reports, etc. All this in the end ensures that the customer experience is enhanced. 

Management of records and evidence 

An effective IT service is one that learns from previous mistakes and this is possible when every activity is recorded. ITSM not only records the IT activities but also analyses records and identifies issues to resolve them, preventing any future occurrence of the same issue. 

Keeping track of issues through the ITSM ticketing tool

Ticketing is an important component of the ITSM tool which keeps a track of every interaction between customers, internal or external, and the helpdesk. A ticket works as a digital record of the interaction providing every information about it. This ensures that no issue is left unresolved. 

Analytics 

Another important benefit of having an ITSM service desk is recording every activity which allows management to make informed decisions. With every data in place, businesses are able to get an overview of the response time and regular issues; and can make prompt changes to improve the IT service delivery. 

Automation 

There is a large part of IT services that contain repetitive tasks. For example, the formalities of a new employee onboarding include company account sign-up, creation of an official email, delivering a laptop and phone, training, etc. ITSM tools automate these tasks and save a lot of effort and manual hours spent on completing these formalities. 

Reduction in cost

Every business has a budget that it needs to adhere to. ITSM helps businesses to reduce their expenditure on IT infrastructure and operations. This also reduces high dependency on employees which frees them for taking over important tasks and automates repetitive tasks. ITSM cuts down a lot of costs while maintaining efficiency. 

ITSM service desk comprises a wide variety of tools that help in delivering services to the users, managing requests, metrics and analytics management, employee onboarding, monitoring the infrastructure and improving efficiency. All these make it a necessity for businesses to implement a strong ITSM help desk and service desk to improve their efficiency and productivity.