An IT help desk without automated workflows severely impairs your system. To rise to the challenge posed by increasing demands in ITSM, it is essential that every organization embraces the advancements in modern ITSM tools and models. Automated workflows, unmatched in terms of productivity, availability, efficiency and performance, are essential. Automation — from tasks such as categorizing an incoming request and assigning it to the right technician in the round robin or load balancing method to setting the priority and level of an incoming ticket to closing a ticket — can make a whole lot of difference. Configure automatic notifications from the application for specific events to save time. Server housekeeping activities can also be effectively managed by setting up scheduled tasks in the IT help desk application. This will prevent lapse of service and make your IT help desk more efficient than ever.
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.