October 9, 2018
In order to understand the enterprise service management framework, it may be helpful to think of it more as “Employee Service Management.”
The technology is new and it’s evolving, but there are already tangible benefits in service delivery time and accuracy. Which of these features would have the greatest impact on your team?
Not only will the service portal give employees a one-stop shop to submit a ticket, request a service, or search the knowledge base, but it also allows the service providers to collect the data they need to expedite service delivery.
Definitions, titles, and flowcharts about change management can be overwhelming. Instead of starting there, I would like help you identify some signs that your process might need improvement, and the benefits of building a change management strategy within your service desk solution.
Businesses use so many tools and applications that it can be difficult to communicate and track data. The IT service desk can help by giving employees one platform that integrates with the rest of the business.
Though these pieces of functionality are common in consumer products, they can also drastically reduce resolution times from the service desk, creating a better customer experience.