Help Desk Software Hits Its Stride
June 25, 2015

Ashwin Ram
ManageEngine

Share this

ManageEngine recently released the findings of its inaugural ITSM survey of organizations using service desk software. The survey reveals the high level of first-time IT help desk adoption as well as the high number of IT help desk implementations beyond IT.

What stands out is that about 47 percent of the respondents implemented help desk software for the first time, moving away from emails and spreadsheets.

Ninety-eight percent of respondents indicated that they improved help desk productivity and attained incident management maturity with service desk software. Respondents stated that they were able to do so with increased end-user adoption of self-service portals for trivial issues, higher SLA compliance with the help of well-defined SLAs, easy SLA tracking and a streamlined ticket management process. This stresses the users’ need for the right help desk solution to replace their vanity tools, emails and spreadsheets.

An interesting trend is the proliferation of help desk software to departments beyond IT like HR, travel, and maintenance and facilities — with 20 percent of the respondents citing that they use the software for non-IT service departments. This stat is a validation of the fact that enterprise service management is rapidly moving to the center stage.

There is an increasing need for IT teams to build a knowledge base to help end users help themselves and reduce help desk turnaround times. It’s no surprise, then, that 39 percent reported they built their first-ever knowledge base using service desk software. As companies strive toward user-centric IT, there’s good news at that end as well. The survey reveals that a whopping 95 percent saw a significant increase in their end-user satisfaction levels. This has been brought about with the help of automated notifications, custom forms in the self-service portal, end-user surveys and, of course, the knowledge base implementations.

The industry’s growing appetite for reporting capabilities within help desks was also brought to light. Nearly three of every four respondents (71 percent) use a built-in reporting module to optimize their help desk performance by identifying and tracking key metrics. A vast majority of these respondents also use custom reports to generate advanced reports tailored to their needs, not to mention others who make use of out-of-the-box reports for basic reporting.

Ashwin Ram is Marketing Analyst for ManageEngine.

Share this

The Latest

November 17, 2017

Just in time for the holiday shopping season, APMdigest asked experts from across the industry for their opinions on the best way to measure eCommerce performance, in terms of applications, networks and infrastructure. Part 3, the final installment, covers the customer journey ...

November 16, 2017

Just in time for the holiday shopping season, APMdigest asked experts from across the industry for their opinions on the best way to measure eCommerce performance, in terms of applications, networks and infrastructure. Part 2 covers APM and monitoring ...

November 15, 2017

As the holiday shopping season looms ahead, and online sales are positioned to challenge or even beat in-store purchases, eCommerce is on the minds of many decision makers. To help organizations decide how to gauge their eCommerce success, APMdigest compiled a list of expert opinions on the best way to measure eCommerce performance ...

November 14, 2017

More than 90 percent of respondents are concerned about data and application security in public clouds while nearly 60 percent of respondents reported that public cloud environments make it more difficult to obtain visibility into data traffic, according to a new Cloud Security survey ...

November 13, 2017

Today's technology advances have enabled end-users to operate more efficiently, and for businesses to more easily interact with customers and gather and store huge amounts of data that previously would be impossible to collect. In kind, IT departments can also collect valuable telemetry from their distributed enterprise devices to allow for many of the same benefits. But now that all this data is within reach, how can organizations make sense of it all? ...

November 09, 2017

CIOs trying to lead digital transformation at the speed needed to succeed need a mix of three scale accelerators, according to Gartner, Inc. The three scale accelerators include: digital dexterity, network effect technologies, and an industrialized digital platform ...

November 08, 2017

While the majority of IT practitioners in the UK believe their organization is equipped to support digital services, over half of them also say they face consumer-impacting incidents at least one or more times a week, sometimes costing their organizations millions in lost revenue for every hour that an application is down, according to PagerDuty's State of Digital Operations Report: United Kingdom ...

November 07, 2017

Today's IT is under considerable pressure to remain agile, responsive and scalable to meet the changing needs of business. IT infrastructure can't become a bottleneck, it must be the enabler. But as new paradigms, such as DevOps, are adopted, data center complexity increases and infrastructure constraints can block the ability to achieve these goals ...

November 06, 2017

It's 3:47am. You and the rest of the Ops team have been summoned from your peaceful slumber to mitigate an application delivery outage. Your mind races as you switch to problem solving mode. It's time to start thinking about how to make this mitigation FUN! ...

November 03, 2017

With the increased complexity of IT environments, the rising cyber threats and the growing number of IT alerts, IT organizations have come to the realization that throwing more people at IT issues doesn't solve the problem ...