Last updated on: June 25, 2020
- What is help desk software?
- What are the types of help desk software?
- What are the differences between a help desk and a service desk?
- What are the features of help desk software? (Free checklist attached)
- What are the benefits of help desk ticketing software?
- Why is a help desk important for your business?
- How does help desk software work in different industries? (Workflow attached)
- How do you choose help desk software that works for you?
- How do you measure help desk metrics and KPIs?
- What are some best practices to improve your help desk performance?
- What are the benefits of automating routing help desk activities?
- Why do organizations need an integrated help desk software?
- What are the key challenges IT help desks teams are likely to face?
- What's the future of help desk support?
Benefits of ITIL 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
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.
Comprehensive list of must-have features that you can use as a benchmark for your IT service desk.
Detailed presentations with specific use cases to get started with ITIL incident management.