A repository of resolutions and workarounds, in the form of an IT knowledge base, benefits IT end users and technicians alike. It works proactively to help manage incident volume, mean-time to respond to and resolve incidents, and first-line incident closure rates. Build a comprehensive knowledge base that technicians and end users can draw information from. Technicians should also be able to add solutions to the knowledge base with approval workflows. Make the knowledge base easily accessible with relevant tags and keywords. Your help desk application should also be programmed to allow technicians to convert a derived solution directly into a knowledge item, thereby recording it in the knowledge base for future reference.
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.