Last updated on: June 25, 2020

  1. What is help desk software?
  2. What are the types of help desk software?
  3. What are the differences between a help desk and a service desk?
  4. What are the features of help desk software? (Free checklist attached)
  5. What are the benefits of help desk ticketing software?
  6. Why is a help desk important for your business?
  7. How does help desk software work in different industries? (Workflow attached)
  8. How do you choose help desk software that works for you?
  9. How do you measure help desk metrics and KPIs?
  10. What are some best practices to improve your help desk performance?
  11. What are the benefits of automating routing help desk activities?
  12. Why do organizations need an integrated help desk software?
  13. What are the key challenges IT help desks teams are likely to face?
  14. What's the future of help desk support?

Benefits of ITIL incident management

Benefits of incident management

With a proper ITIL incident management process in place, you can:

  • Record all reported IT incidents in a central repository.
  • Automatically categorize and classify IT incidents based on parameters like priority, urgency, impact, and department.
  • Associate the appropriate SLAs with IT incident tickets.
  • Assign tickets to technicians or support groups for investigation.
  • Identify resolutions and workarounds to incidents.
  • Document resolutions in a knowledge base for future reference.
  • Create live dashboards and reports from help desk data for insights and analysis for effective handling of incidents.

Feature checklist for IT incident management software

Incident management checklist

When choosing a ticketing system or IT help desk software, there are a few features that can make or break your IT incident management. Here are some features to consider when choosing incident management software:

  • A central repository to log and track issues.
  • Automatic generation of incidents from email, chat, SMS, and more.
  • Automatic ticket routing, categorization, incident closure, and more.
  • Automatic incident prioritization based on impact and urgency.
  • Email and SMS communication from within the application.
  • Both customizable and predefined forms and templates.
  • A priority matrix that helps define the priority of tickets based on their impact and urgency.
  • Custom scripts for integrating with external applications.
  • The option to create multiple tasks for each incident.
  • Configurable rules to automatically drive tasks and route incidents.
  • Well-established response and resolution SLA management.
  • The option to pause the SLA timer for a specific period of time.
  • Ability to link incidents to other modules including problems and changes.
  • The option to associate incidents with related problems or convert an incident to a problem or a change.
  • A self-service portal where users can log their tickets.
  • Live chat included within the help desk.
  • A calendar showing technician availability.
  • A complete history of incidents and workstations.
  • Customizable roles and incident templates.
  • Task management for IT incidents.
  • Ability to create multiple sites.
  • A customizable knowledge base that allows end users to search for possible resolutions.
  • Notifications for users and technicians.
  • Automated user satisfaction surveys that collect feedback from end users.
  • Support for integration with other IT management tools and applications.

Get your own ITIL-compliant incident management software

Incident management implementation kit

An exclusive package of a feature checklist and incident management presentations.

  • Feature checklist

    Comprehensive list of must-have features that you can use as a benchmark for your IT service desk.

  • Best practices

    Detailed presentations with specific use cases to get started with ITIL incident management.

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