A service desk tool is an IT management software application which helps the IT team to better manage resources and make proactive provisions while also responding to users’ requests for help.
A Service Desk Tool for Ticketing plus process management
Advancing on the more basic IT ticketing and helpdesk software largely used by smaller or less IT-complex organisations, service desk software adds in provision for more formal processes to manage IT issues and resolutions, with the capability to apply the ITIL principles within the organisation.
Fixing IT issues on a helpdesk often progresses with a service desk tool to delivering the related core ITIL concepts such as incident, problem, request and change management, a process which in turn adds structure and improves IT response times and service delivery across the board. Escalation processes can be more complex but still tracked so the user is aware of progress while the most appropriate person on the IT team is responsible for delivering a resolution.
Self-service is a standard offering in a service desk tool, with a service catalogue in addition providing easy ways for the less technical user to log calls, research solutions through advanced knowledge management, and select new services, in a consumer-type environment.
With the aim of further increasing efficiency, reducing the opportunity for errors and assisting with consistency, the deployment of a workflow engine in a service desk tool can assist the IT team with a multitude of tasks. Any number of repetitive tasks can be incorporated automatically in a workflow, ensuring that all those responsible for delivering all types of tasks, including IT resources and those from other departments, are aware of required actions. Only when a dependent action is completed is the next task triggered, maintaining a clear and visible audit trail.
Service desk software is widely used for business level reporting too: in addition to the measurement of the service desk team in terms of SLAs met etc, information extracted and shared across the business can help assess training and budget requirements. A user-friendly reporting interface is a given – flexibility to easily create and run different reports goes without saying, although making that data available through integration with analytics tools such as PowerBI is a greater advantage.