Is your IT service desk always swamped with requests? Are you too busy firefighting to keep track of important information? Your current way of working might be holding you back.
Whether you use sticky notes, Excel or a simple ticketing system to keep track of your work, a modern IT service management tool might be the answer to all your problems. Discover the 3 biggest advantages of modern ITSM tools for your IT service desk below.
1. Modern ITSM tools improve efficiency
A modern ITSM tool makes life at your service desk a lot easier. It brings your IT services together in one place and makes sharing knowledge, answering questions and solving problems child’s play. This not only saves you time and money, but makes your service desk employees a lot happier, too.
So forget about firefighting! Modern ITSM tools offer automation and other modern features that remove the strain of recurring tasks and give your department room for innovation and other exciting projects.
Want to know your service desk’s average response time? Or how you’re doing on your key metrics? You no longer have to be in the dark about the performance of your department. With the advanced reporting capabilities and dashboards of modern solutions, you can see how your department is doing at a single glance. Built-in reporting allows you to create reports in no time, giving you a perfect overview of your team’s performance.
And unlike most traditional ITSM tools, modern solutions also offer an extensive knowledge base. This means you no longer have to answer the same questions over and over again or worry about important knowledge being tucked away in shared drives or personal docs – instead, all knowledge is compiled in one place. A knowledge base also helps in getting new employees up and running in no time. Knowledge really is power!
Updating and maintaining older ITSM solutions is possible, of course, but it can become quite expensive.
2. Modern ITSM tools empower your end users
Nowadays, end users are impatient. They expect to receive answers to their requests immediately. To play into that, modern ITSM tools offer both a knowledge base and an extensive self-service portal with standard solutions and FAQs. This way, end-users can find the answers to their questions themselves – and you’ll never again have to say “have you tried turning it off and on again?”.
Modern ITSM tools are also very intuitive and have been set up with the user experience in mind from the start. Compared to traditional tools that sometimes have a slightly outdated user interface, these tools are much more user-friendly. The easier the software is to use, the more your end-users will appreciate it.
3. Modern ITSM tools help you prepare for the future
As your IT department grows, your needs change too. But if you’re constantly putting out fires, there’s little to no time to implement larger improvements or innovate. And so you risk being behind the times.
How do you deal with privacy, for example? Sticky notes aren’t exactly foolproof when it comes to handling sensitive information. And older ITSM tools often run on old browsers such as Internet Explorer. Unfortunately, this means they have higher security risks and are often not compliant with local privacy laws such as the GDPR.
Updating and maintaining older ITSM solutions is possible, of course, but it can become quite expensive because you usually need the help of a consultant to implement even the smallest of changes. And in between updates you run the risk of working with software that’s not up to the latest standards.
Modern ITSM tools, on the other hand, prioritize privacy and security. They also offer plenty of possibilities, such as integrations with third party software or more advanced reporting capabilities that help you prepare for the future. And in the case of modern SaaS solutions, which are hosted in the cloud, you don’t have to worry about maintaining the software: you get frequent automatic updates through continuous deployment.
Ready to modernize?
Is your current way of working holding you back? Opt for a modern IT service management tool. These give you more independence, save you heaps of time, improve customer satisfaction and so much more.
Ready to find out which ITSM tool is the right match for you? Download our buyer’s guide to find the perfect solution that suits your current and future needs.
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