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.
The Latest
Companies are struggling with the challenges posed by technical debt within their increasingly complex software architectures. As a result, nearly eight in ten (77%) organizations have implemented enterprise-wide initiatives to directly address technical debt ...
Nearly half (44%) of IT leaders surveyed believe their organizations are fully set up to realize the benefits of AI, according to Architect an AI Advantage, a report commissioned by Hewlett Packard Enterprise (HPE). The report reveals critical gaps in their strategies ...
Hybrid cloud architecture is breaking the backs of network engineering and operations teams. These teams are more successful when their companies go all-in with the cloud or stay out of it entirely. When companies maintain hybrid infrastructure, with applications and data residing across data centers and public cloud services, the network team struggles. This insight emerged in the newly published 2024 edition of Enterprise Management Associates' (EMA) Network Management Megatrends research ...
As IT practitioners, we often find ourselves fighting fires rather than proactively getting ahead ... Many spend countless hours managing several tools that give them different, fractured views of their own work — which isn't an effective use of time. Balancing daily technical tasks with long-term company goals requires a three-step approach. I'll share these steps and tips for others to do the same ...
IT service outages are more than a minor inconvenience. They can cost businesses millions while simultaneously leading to customer dissatisfaction and reputational damage. Moreover, the constant pressure of dealing with fire drills and escalations day and night can take a heavy toll on ITOps teams, leading to increased stress, human error, and burnout ...
Amid economic disruption, fintech competition, and other headwinds in recent years, banks have had to quickly adjust to the demands of the market. This adaptation is often reliant on having the right technology infrastructure in place ...
In the ever-evolving landscape of software development and infrastructure management, observability stands as a crucial pillar. Among its fundamental components lies log collection ... However, traditional methods of log collection have faced challenges, especially in high-volume and dynamic environments. Enter eBPF, a groundbreaking technology ...
Businesses are dazzled by the promise of generative AI, as it touts the capability to increase productivity and efficiency, cut costs, and provide competitive advantages. With more and more generative AI options available today, businesses are now investigating how to convert the AI promise into profit. One way businesses are looking to do this is by using AI to improve personalized customer engagement ...