10 Steps to Smarter IT Ticket Management

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Use Surveys for Helpful Insight

The best way to see where your product stands with your customers is to hear it from them. User feedback, in the form of surveys, should be leveraged to obtain specific positive insight and identify any pain points in IT services. IT surveys, birthed from within IT help desk applications, distinctly target the active end-user community, from which you can derive clear statistics as reports. In your IT help desk application, create custom questionnaires and, with specific rules, schedule their automatic release pending multiple or single ticket closure. You can pose questions such as how satisfied the end user is with the IT help desk's performance, how relevant the features of the IT help desk application are to their organization, and even whether they would recommend the IT service to someone else. Converting survey results to reports will allow you to analyze the statistics more effectively. Formulate action plans to address the issues and opportunities identified by the IT survey and implement the changes and prospects to improve ITSM.

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.


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