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Improve productivity, reduce costs and increase customer satisfaction with the best Service Desk IT software
A Service Desk software is a tool that centralizes and automates service management processes: incident management, problem management, change management and configuration management.
It is part of IT organizations with a Configuration Management Database (CMDB).
The Service Desk is also involved in the creation, implementation and maintenance of service-level agreements (SLA) and operational-level agreements.
Here are the seven questions to ask yourself before choosing the best Service Desk:
1. What hosting do I need? Cloud or on-premise
Choose which hosting suits you according to these criteria:
- – On Cloud, or “on the web”: requires less capital, is implemented faster and it is automatically updated. Suitable for small and medium enterprises.
- – On-premise, or “installed on your servers”: requires having your own infrastructure, technical supervision and increased security measures. Suitable for large companies.
2. What do I need to improve on my IT Service?
Analyze the intended use of the tool, and consider these tips:
- – Analyze gaps in your current IT support.
- – Identify (draw if necessary) the basic processes and flows of your IT department.
- – Prioritize and order the most critical processes.
- – Investigate the advanced features the software provider offers you.
El mejor software de Service Desk debe integrar funcionalidades clave como: un sistema de recepción de peticiones Multicanal (Teléfono, Email, Portal Web y Chat) y multi-idioma, cuadros de mando con informes y gráficos en tiempo real, accesibilidad en movilidad, un portal web de usuario y gestión de activos y contratos.
The best Service Desk software integrates key features such as a multichannel (Phone, Email, Web, Chat) and multi-language system, dashboards with real-time reports and graphics, Cellphone accessibility, a User Portal, Asset and Contract management…
3. Is the Service Desk run with ITIL best practices?
ITIL best practices assure the optimized management of tickets: better communication with end users, dynamic SLAs, reporting on key performance indicators and incident flows…
Ensure alignment with ITIL choosing the best software with the guarantee that it will make the most efficient and productive service.
4. Is it customizable?
Check customization possibilities and if it integrates business rules/workflows, SLAs , knowledge databases, templates and predefined functions, web forms, dashboards and asset management.
The more customizable the Service Desk is, the better adaptation to your company’s needs, this way you will be able to automate and expedite your service, create dynamic knowledge bases and have control panels adapted to your style of control and internal management.
5. Does it integrate perfectly?
Get a better flow of information: fluid and without communication redundancies.
The Service Desk software must be able to interact and complement with other applications –either corporate or third parties’-, and retrieve real-time information instantaneously.
6. Is the provider credible?
Evaluate your supplier’s credibility by contrasting the company’s reputation, size and number of years in the market.
Position it in the context of ITSM by consulting reports, testimonials or case studies.
ServiceTonic is a Spanish company certified in ITIL by PinkVERIFY with more than 10 years of experience developing IT solutions.
7. Will you get continous support?
Take a glance at the quality of the provider’s support service.
The best Service Desk must have a good support service available throughout the business hours and respond positively to your requests and comments.
It can also offer training, advice on best practices or ensure rapid management of post-implementation incidents; these variables will make a difference.
In order to succeed implementing the Service Desk software you will need an excellent support service that helps you make the most of it.
One more detail !
Remember that the best software is the one that combines maximum power and flexibility for efficient management, with maximum adaptation to the needs of your company.
Ask yourself these seven questions and find the best Service Desk software to start making your IT service the most effective.
