To establish clear agreements on expected IT services and standards, the IT help desk team and the end user must be on the same page. You can set up service-level agreements (SLAs) that are practical and achievable to improve service efficiency and decrease system downtime. Set up stringent response SLAs at your IT help desk to maintain initial expectations, following which resolution SLAs should be created based on the ticket priority. For instance, a replacement request in the hardware department can have a lower resolution SLA than an issue on a server crashing unexpectedly. In turn, priority depends on the level of impact on business. It is also important to have timely escalations. Use your IT help desk software to automate such escalations proactively when the SLA is nearing violation or reactively when the SLA has already been violated.
Whether or not you subscribe to the butterfly effect, the idea holds true for IT operations. Even the tiniest of initial changes can determine the path of your IT ticket. So, tread carefully. Without automation and smart management, your help desk could quickly and easily spin out of control. In this slideshow, LeAnn Smiles, market analyst at ManageEngine, has identified 10 easy steps that will make IT ticket management a breeze for your organization.