Complete resolutions improve the knowledge base of your organization and are great resources for future reference. Ensuring that tickets are not closed prematurely, before problems are resolved entirely and effectively, will not only help avoid glitches but will also satisfy end users with complete results. A good way to achieve this is by setting up your IT help desk application to automatically notify end users of ticket closure and request their approval. The catch, though, is that waiting for approvals can delay closure, thereby affecting important metrics. Avoid such circumstances by automating your application to close tickets after a specific time should there be no response.
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 >>