Your IT help desk can be a lifeline for your technicians who often struggle to cope with their multi-tasking schedules. A system that ties all individual entities of ITSM to a common base makes workflows easy and less time-consuming. Whether a ticket only reveals the tip of the iceberg or calls for a change in infrastructure, your IT help desk should associate ticket management with problem and change management. When the domino effect takes over incidents, convert them to problems or changes as relevant and associate them across modules in your IT help desk application to establish coordinating workflows. You can solve multiple issues at once by linking duplicate or repetitive tickets and associating them to a problem. That way, the tickets are automatically closed when the underlying problem is resolved.
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.
Future IT leaders will need to seek technologies that eliminate silos in order to deliver the right information to the right person within the right application environment at the right time. ... More >>