Category: Uncategorised

What all the SLA hype is about

The service level agreement (SLA) is a brilliantly simple tool that should enable you to always meet your user’s expectation and to prioritize every task based on the agreement with the client. The concept of service level agreements (SLAs) has received a lot of attention over the last decade. In part this was fuelled by the need to monitor the performance of IT service providers in outsourcing deals. When spending thousands, millions or billions of dollars to someone else to manage your IT, there must be some measure of performance. But now it has become very relevant even for your internal IT team. Metrics used in devising SLAs can range from the detail of individual issue resolution times to the overall performance and availability of an IT function such as email. The help desk is important to SLAs in two respects –

  1. a) as a source of information on IT performance and issue resolution, and
  2. b) how any issue or problem is dealt with as effectively as possible to minimise the impact on service and on the service parameter being monitored.

A well-placed SLA allows for the help desk to be run at optimum efficiency and to provide the highest level of support for users. Tickets are responded to in a timely manner and breaches of SLA are considered a rarity.

Your Service

The service you provide always starts with the creation of a ticket. This is the first action that can be quantified with details of date and time. From then on, the we can start timing how long it takes fo other events to occur. A few of the areas that are commonly tracked are:

  • Time to first response and acknowledgement of a ticket
  • The time it takes until it is assigned to a technician
  • The time until the ticket is fully resolved

Each of the above represent a definitive stage In the life cycle of a ticket. Most service desks will at least monitor a first response and resolution time to determine the level of service they provide.

An effective SLA structure will keep tickets and the work required to complete those tickets moving through the service desk with a velocity that reduces the chance that tickets get stalled and, even worse, forgotten.

Benefits of a system with strong SLA features

An essential part of SLA features is a simple if-then statement. For example, if a ticket is logged by a certain client or user and it hasn’t been responded to within a certain timescale or the SLA time is running out then a notification to all the relevant people will be sent to prompt an action be taken against that ticket.

Another powerful feature of most SLA aware systems is the ability to setup different SLA criteria for different customers as shown in the example above. This allows the MSP to customize the delivery experience for different customers with unique requirements as well as offer different pricing for higher levels of service attention.

Don’t be afraid to extend SLA

Extending your SLA may feel like cheating; however, I will go on to explain how you and your customers will benefit.

Having breached SLAs creates pressure on help desk agents and managers alike. Agents feel like they have an endless queue of requests and managers are unable to bring the help desk under control. By extending an SLA, from say a 2-hour response to a 4-hour response, this pressure immediately lifts and performance increases. You will now be able to correctly prioritize and not be overwhelmed by a sea of breached requests.

Prioritize by Criticality

Not every function in IT has the same criticality, and criticality for any function may vary within each month or quarter. Sometimes if SLA’s a running out it comes down to tending to the business-critical issues first. For example; loss of connection for a sales team in the middle of important negotiations can be detrimental to the success of that sale whereas a minor issue with connection for a non-business critical department can be put on hold for a small bit longer. It is important to have people working in your help desk that can recognise the importance of prioritizing and not being afraid to allow SLA’s to be breached for the greater good of the organisation. If this is the case it should be documented why this breach has happened for records.

Excellent ROI starts with Customer Service

Customer service

The first part of this discussion must be focused on the customer and the customer service that they receive as they are the reason we’re all here. So any organisation looking to provide great service must first and foremost try to look at everything through the customer’s perspective. Because now more than ever, the voice of the customer is loud and public.

The common response is to rewrite frontline employees’ scripts and conduct experimental projects. Those tactics may lead to small improvement, which can work well for a company whose customer service operation is functioning reasonably well. But if the operation is in a worse state, or the company’s industry is being disrupted and customers suddenly have a wider range of choices with several competitors vying for the same customers. Small cases of poor service can be particularly damning. This could be where the need for a deeper cultural change is necessary to succeed.

Don’t start with customer-facing employees.

It is not always the customer-facing employees that is the issue. Instead, make sure they get enough support. After all, customer service reps usually appreciate the importance of satisfied customers; often the real problem lies with logistics, IT, or some other back-end function that isn’t meeting frontline colleagues’ needs. When that’s the case, efforts to retrain customer-facing employees may waste time and create frustration. So, include everyone in service training, and focus special attention on internal service providers.

Have less of an emphasis on training specific skills or scripts.

Educate employees more generally about what “service excellence” means. Companies spend large sums training employees to follow procedures and workflows when interacting with customers. (“If the customer says X, respond with Y.”) They may then monitor phone calls or use “mystery shoppers” to ensure set procedures are being used. But highly scripted employees are often less able to be imaginative or empathetic about a customer’s true needs. A sense of real connection on the other end of the line is sometimes the main part of a customer feeling valued. Being able to explain your issue and get a tailored response is much more satisfying than a robotic generic answer.

Be Aware of the KPI’s for excellent customer service.

when deciding what KPI’s you look at is that if agents know what you are looking for, their behaviour will tend to sway in the direction of satisfying those KPI’s rather than what is for the best for your customers. For example, if you only measure tickets solved or handle time, then agents will likely strive to solve tickets as quickly as possible, and quality may suffer. If you only measure customer satisfaction (CSAT), they may go past the point of diminishing returns in the amount of time they spend on each ticket. To combat these tendency’s, it is worth choosing a set of customer support statistics that balance competing behaviours so that you can get a balance between the customer and agent experience that you strive for. Check out our full blog on KPI’s here

Keep ahead of the pack when it comes to customer service

Improvement is always needed in every line of work, if you do not improve your service as time goes on someone else will improve theirs, which in turn will leave you falling behind and irrelevant. It is important to think about what your customers want from you and what they would like to improve. Some combinations to consider are:

  • Improved communication with users
  • Increased numbers of channels that you can be reached on i.e live chat, email etc.
  • Cost reduction
  • More efficient in resolving issues

 

 

We hope you can use some of these tips to improve your customer service. why not check out some of our other blogs on various different aspects of a service/help desk here

Making your customers self sufficient with self-service

self-service

Self-service is the new trend that is being pushed across the customer service industry. The majority of customers would rather find a solution themselves if it is quicker than waiting for a support agent to get back to them or having to wait in a call queue for their call to be picked up. To keep up with the trend, companies are expanding their online self-service capabilities. As a result, support agents are less swamped with minor tickets and can focus on the bigger issues and provide a better quality of support, thus improving the response that customers receive. Below we look into some of the key components to setting up a successful self-service platform.

Simplicity is key to self-service

Locating and digesting support information should be easy for end users. Your knowledge content should be simple to navigate. Try mapping out a basic end-user (customer) journey to help you with this process. After initially accessing your knowledge base, the end user will search for their issue, view the resources, read the article or articles, and then resolve their issue.

At any one of these clicking points you could lose the end user, who will at best call the service desk or at worst will just carry on trying to work around their IT issue . The article they need must never be more than a few clicks away. Ensure that you don’t over complicate the journey as, according to studies, after 2-3 consumer-world self-service attempt failures, customers will not try again.

Offer mobile and online self-service

When offering any service or product it is essential to provide for customers wherever they are. If customers search for your self-service via mobile and online then it should be made available to them through those avenues and any other popular means that they might use. A mobile or online self-service help centre can nurture effortless self-service through information tailored to the needs of your customers or end users.

Forums

Online customer communities are a wonderful way for customers to interact and help each other use your product, this can also help alleviate some of the pressure on your help desk by allowing other customers solve issues that some other customers may be experiencing that they previously found a solution to. It is also somewhere where you can see things that are working or not working for your customer and can be a source for what you need to improve on in upcoming updates.

Self-service doesn’t work without Fresh Material

A knowledge base requires ongoing maintenance and development to continue to attract and retain end-user benefaction. Old out-dated material will lead to end users turning back to old habits of logging those minor tickets that can drain the time of your agents.

It’s important to collect end-user feedback to understand how you can continue to improve your self-service support and to better meet their needs. It is most important that it is more than just collecting this data but also to put in place a system to act on the feedback you receive. Allow end users to rate and review the knowledge articles you provide. A simple rating button should be capable of flagging up content that might need simplifying or reworking. Remember if you’re product is quite technical, it can be difficult for people outside of your industry to understand all aspects and lingo that you might use. The kind of question you should be asking is: “Was this answer / article / information helpful?”

Don’t be afraid to give your customers some freedom to solve their own issues, if they struggle to solve their issues themselves they will get in touch if needs be. You can reap the rewards by having some faith in your customers today.

IT Service Management – basics and tips

IT Service Management

IT service management tools are an important part of improving solution delivery and operating efficiency, as more companies are becoming dependent on computers and the internet. With big data and cloud computing becoming more popular, it is putting a lot of pressure on companies to start using IT service management tools to make sure that they stay online. Investing in such tools can seem expensive. However, they quickly pay for themselves by making sure that no issues with technology get in the way of your businesses. IT service management has become vital, and the following tips will help your plan be successful.

IT Service Management Does Not Need To Be Complicated

For many organisations, IT service management is the best management and support solution. While it can seem like it is complex, businesses can use IT service management principles for service desks that are automated, and help desk solutions to make them more efficient.

Many IT service management tools are built for companies that need complex IT systems or help with management of applications for user support on different systems. This meant that these systems were only used by larger companies. Now, more businesses are becoming dependent on a hybrid of different IT strategies, along with technology teams that focus on ensuring the systems work together to meet the business’s needs.

Work smarter, not harder

When it comes to managing your support team, it is all about the service you provide. Working smarter is the key to solving your resources issues and ensuring the wait on customers is at a minimum. It’s a known fact customers hate to be left waiting. The easiest way to ensure you are able to respond more quickly and resolve their issues as soon as possible is to reduce the overall amount of tickets. Seems simple in theory but it can be that easy in the practical sense as well. Raising customer awareness of self-service options, providing you first set up self-service options, gives them the option to solve their own issues. This leads to fewer tickets, so customers spend less time waiting for an available agent, which ultimately achieves your new working smarter, not harder protocol.

IT Service Management Solutions are Accessible

For a long time, building and creating IT service management systems was an expensive process, which could have major problems. Now many IT service management software can be used via cloud computing or use of cloud based features. This makes the software easier to put in place and to use for any size business. Another feature of more accessible solutions is that some can even be rolled out across multiple departments giving your organisation a more unified system accessible by all your employees.

Do Not Neglect Configuration Management Database

While a configuration management database is difficult to fill and complex to use, they are the foundation for advanced IT service management. For many people and businesses, avoiding configuration management databases is very tempting. However, not having the databases in place, when you are starting, mean that you have to do the work later. Without a configuration management database, you will have many problems and challenges with IT service management tools. Doing the work before having IT service management tools make the work simpler and quicker to complete, and causes less issues.

Having a good IT service management plan in place is a key part of IT team avoiding many risks, lost productivity, and helps them keep a business online. No matter if you are looking to add a service desk, help desk, or fully IT service management platform, having a plan is vital for all businesses.

 

For more information on our features or product get in touch here or have a look for yourself with our free trial download here.

Benefits of Ensuring Customer Loyalty

We look at the benefits of ensuring customer loyalty. Although attracting new customers is all well and good, it is essential to look after those who have been loyal to you. Most sources estimate that it costs between four and ten times as much to attract new customers as it does to keep existing ones. Plus, loyal customers spend more than new ones.

In a world where your competitors are only a click away, customer loyalty really is the new marketing. Today’s customers have access to an endless amount of information about your business, and research shows that they’re ready and willing to stop dating around and stick with companies who go above and beyond to create a fantastic customer experience.

Cost of new versus old customers

Fred Reichheld, a reporter for Bain wrote in his report “Across a wide range of businesses, customers generate increasing profits each year they stay with a company. In financial services, for example, a 5% increase in customer retention produces more than a 25% increase in profit. Why? Return customers tend to buy more from a company over time. As they do, your operating costs to serve them decline. What’s more, return customers refer others to your company. And they’ll often pay a premium to continue to do business with you rather than switch to a competitor with whom they’re neither familiar nor comfortable.”

Today’s consumers are influenced by social movements and empowered by technology and new communication channels (such as social media), buyers are better informed, less patient, and more demanding than ever before. As one company ups the customer service standards it influences the expectations of consumers of customer service from all. Consumers are more in touch with what is just a gimmicky marketing campaign to flatter them. They expect you to go above and beyond to show your gratitude.

Getting feedback

One way companies can maintain a more proprietary relationship with their customers is by opening the channels of communication to encourage feedback. It’s a truth that customers who feel heard feel appreciated. Even better than finding multiple ways to solicit feedback is using that feedback to make changes. Smart companies understand the feedback is a gift from their customers, especially the ones who have been with them for the long haul. Whether it’s asking about a recent experience with a product or service, or requesting information about what changes they’d suggest to improve the customer experience, soliciting and then acting upon customer feedback is a powerful relationship-builder.

Unified company interaction with the customer

By integrating a company wide help desk software, it can improve the readily available customer data on previous interactions with the product. The fluidity between departments collective information can only enhance the service that can be provided to customers each time they interact with the business. On the other side of things from an internal perspective, Tickets can be easily created and assigned to an internal support team by other departments.

The Support that your customers receive from your company can ultimately be the difference between returning customers who will refer others or customers that stay away and encourages others to follow suit. The Software your customer service representatives and internal support team can make a big impact on the service they provide. With the right resources in place, employees can see all the relevant customer interactions and history with the business and can enable a sense of personalization of their needs accordingly.

Complaint Handling Software | NetHelpDesk

Complaint Handling Software infographic

NetHelpDesk can be used for a wide range of tasks but one of the tasks that we find it used for everyday is as a complaint handling software. No matter what industry that your industry is involved in there is always going to be some form of complaint or enquiry made to your organisation or directly to your support team if you have one. Complaints are not necessarily a bad thing all the time, it allows for things to be rectified in a positive way and can really leave a good impression of how efficient and thorough you are when it comes to ensuring your service is up to scratch. After all we are all human and mistakes are bound to happen someday so it is the process in rectifying those mistakes and ensuring a good impression is made in that process.

Features of an effectively Complaint Handling Software

Handle complaints through multiple channels with NetHelpDesk, whether they come through email, logged in your support portal, live chat or phone. NetHelpDesk, as a complaint handling software, can organise all your correspondence in one interface making sure they are dealt with efficiently.

Categorizing and Prioritizing

One of the most effective ways to combat complaints is to prioritize those which are most serious or need sorting as soon as possible and what better way to do that than to categorize these into an easily recognisable list.

Auto assign tools

When it comes to getting customers on your side, speed of response is the first protocol. Automatically assigning work, or specifically complaints, based on certain criteria can improve efficiency dramatically. Certain members of the team may have different skill sets, based on their experience of similar situations in the past. When calls are raised, you can route the call through to a specific Agent or section, and do so based on certain criteria that may need to be specified.

So whether it is based on a certain word or phrase in the subject or body of the e-mail, a particular category, maybe a predefined Request Type that determines where it goes to in your team, certain customers and more.

Set the team, the person, and set the priority as you need to, as there is lots to choose from.

Self Service Portal

Customer complaint handling does not always have to be done via phone or mail support. Using NetHelpDesk, create a thorough knowledge base and FAQ system with all the previously asked common complaints, so that your customers can directly go to the self-service portal to get resolution for their issues.

Report and Analytics

To help understand complaint trends and the quantity of complaints coming in, NetHelpDesk offers Complaint Reports so that you can have a complete overview of your complaint reports, track areas that require work, understand performance of staff and do the needful to enhance operations. We feel that these are key to a complaint handling software.

The reporting capabilities of NetHelpDesk straight out of NetHelpDesk’s front-end Main Application interface is, essentially, ENDLESS! That’s no humble claim, and we don’t mean it to be.

Whatever you want to report on, you can. If NetHelpDesk holds the data, the report can be created, and available as a one-click on-demand, or built in to schedules for you, your team, members of your organisation, your Customers, or combinations of these options.

 

NetHelpDesk is one of the best fitting software for any complaint handling management service. It can be easily customised to meet your organisations needs no matter the workload or industry.

For more information on our features or product get in touch here or have a look for yourself with our free trial download here.

Essentials of an IT HelpDesk

An IT help desk can find themselves with a variety of different tasks left up to them that might not necessarily be in their job description. With resources becoming limited within many organisations as things advance and people needing more help also being counteracted by the demand for efficiency and cut backs on staff it is essential to focus on the essential tasks of a help desk. In order to grow your help desk it is imperative that you first get a firm grip on the standards required before the size is increased. It is essential that you deliver value to your customers, gain some feedback and grow incrementally, rather than trying to start everything at once.

So what are the essential tasks of a help desk you now ask? Below is a list of the elements that are essential to providing a good service in this industry.

Log and Manage Calls from IT Users

Probably the most Important of all the aspects of an IT help desk. Without good interaction with your users it is difficult to solve their problems and retain their custom. Things should be user friendly and easily accessible to these users when they need your support. Typically, users contact the help desk by telephone, but if you can provide other channels such as a web portal to help users contact you, then that’s even better.

It is important to keep a log of every call, the request made by the user and the response they received. You never know when that information may be needed again and if it is not logged then and there it will be gone and forgotten. Even if it is the smallest of queries that can be answered straight away over the phone, it should be logged.

But the help desk’s fundamental responsibilities don’t end when you put the phone down after a call. A great help desk must also take responsibility for making sure that every call is properly managed. So, you must make sure the customer’s issue gets resolved. You must also keep the customer updated. And, later, check that the customer is happy with how the call was resolved.

Resolve Incidents

A help desk that just logs incidents and passes them on to other groups to resolve doesn’t add very much value. There are some help desks that work like this, but they are very unpopular with users.  And what help desk wants its users to see them as nothing but an obstruction that slows down their access to the people who can really help them?

Support providers should have the access to knowledge that gives them so much more value in being able to resolve minor incidents at the time of call with the user. People who work on the help desk should be trained to a level where they can add real value to your organisation. By having their issue resolved straight away it can really improve the workload on others and leave users with an impressed experience.

Generate Useful Reports

Help desk reporting should most certainly not be an optional extra. You need reports to see the value that your help desk is providing, what areas need improving and whether or not your users are satisfied with the service that you are providing.

It can also be used to ensure that the service is being kept up to a certain standard. Some key things that should be reported on are, how efficient is your help desk at solving customer issues? if your help desk communicates well with users, keeping them informed and meeting their expectations? Do your customers find it easy to contact the help desk when they need to?

Looking for ways to improve

Improvement is always needed in every line of work, if you do not improve your service as time goes on someone else will improve theirs, which in turn will leave you falling behind and irrelevant. It is important to think about what your customers want from you and what they would likle to improve. Some combinations to consider are:

  • Improved communication with users
  • Increased numbers of channels that you can be reached on i.e live chat, email etc.
  • Cost reduction
  • More efficient in resolving issues

Conclusion

Now we know what the essential components for every help desk. If you are already doing all these then you probably run a pretty good help desk, congratulations. If not, it may be time to start reviewing some aspects of your help desk.

The Benefits of Live Chat

With the introduction of Live chat into NetHelpDesk in the coming weeks we felt it was a good time to consider the benefits it can have for you and your customers.

One of the most frustrating parts of seeking support as a customer is the wait on the end of the line for your call to be picked up by an agent at the help desk. That symphony music on repeat being interrupted to let you know that ‘none of our agents are available’. In turn the longer a customer waits, the more your value drops after their expected waiting time has passed. The wait for an email response can be equally as unsatisfying. This is where Live chat can come into play.

If a customer can get a direct answer to their query, then and there it will cut down waiting time for them and less pressure on the call centre queue. Rather than customers clicking away from your support portal in frustration from waiting to have their simple question to be answered or hanging up the phone after waiting too long, introduce them to the option of a live chat.

Convenience for Customers

An online chat system provides customers immediate access to help. Wait times are often much less than a call centre, and customers can easily multi-task while waiting. Additionally, the pain of having to dial a support number and navigate through a maze of numeric options is non-existent.

Improved Customer Service and Loyalty

Customers can ask their question on live chat and leave their live chat window open in the background in anticipation for your speedy response.

To help you get a better understanding of how much customers appreciate access to live chat, consider the eDigital Customer Service Benchmark survey of 2000 consumers that found that live chat had the highest customer satisfaction levels at 73%, as compared to 61% for email support and only 44% for traditional phone support.

With numbers like these, it’s easy to see why customers return to businesses that provide live chat. Simply put, customers feel more confident doing business with companies that make support easy, hassle free and instantaneous.

Live chat allows you to solve problems faster, give quick answers to questions about your products and provide assurance to your customers that you’re there when they need you. This is a simple, yet very effective, recipe for improving both customer service and loyalty.

Tips on Making Live Chat go the Extra Mile for Your Business

Live chat can obviously increase your business potential, but only if it’s executed correctly. Here are some important tips to ensure you make the most out of live chat software:

  • Train your team! Your live chat representatives must be extremely knowledgeable about your product and service. Provide cheat sheets and FAQs to improve their performance and to make it easier for them to answer your customer’s questions quickly.
  • Be Aware of your business hours. If you have mainly of local customers it should be sufficient to provide support on the regular business hours. On the other hand if you have a lot of international customers it may be worth looking into extending your business hours with additional staff to cater for these hours of business that your international customers will be active during and requiring your help. All in the task of providing the upmost customer service to each of your customers.
  • Don’t be too robotic. The whole point of having live chat available is to provide warm, human help to a customer’s shopping experience. Having robotic greetings or responses can kill the effectiveness of live chat.
  • Don’t forget to boost your social. When your live chat representatives receive positive feedback from online visitors and customers, consider instructing your representatives (or sales people) to nicely remind your visitors to Like your Facebook page and leave a comment on it.
  • Be prepared for surges in chat volume. Customers need to understand that they are in a queue and a representative will be with them shortly, if not immediately.

 

Keep an eye out for our release in the coming weeks and don’t forget we’re just a phone call, email or live chat on our web portal away from helping you solve your queries or issues.

The Power of Knowledge Sharing

If you are of the opinion that knowledge sharing is something that should be contained within teams or departments, then you should think again. The benefits can be astonishing, there is vast opportunity for knowledge management that isn’t contained within teams or process-based, non-sharing departments such as the service desk or incident management. By having the same software across all departments in an organisation makes work life a lot easier for employees and also more efficient for customers as their information can be shared from every interaction and a solution for minor issues can be found in nearly any department.

Firstly a few questions

Are your service desk agents always under pressure? Worried about passing SLA targets, too many tickets building up and creating a backlog which is going to be increasingly difficult to get on top of.

Have you ever wondered why end users or customers often ask the same things over and over again? No matter how often you seem to give the same resolution. Or do you get complaints that they failed to reach you or your organisation’s support team when they needed help?

Don’t fret, you are certainly not alone if your help desk or service desk encounters some or all of these issues. You’ll now wonder how to rectify these and how to get out of the situation, especially when hiring more people is not an option to lessen the overwhelming work. A good solution is the introduction (or improvement) of knowledge management and increased knowledge sharing.

Incorporating knowledge management

By incorporating knowledge management it allows more people within your organisation access to the knowledge that solves your everyday issues. This in turn would allow a number of issues to be resolved at the first point of interaction rather than the need to be escalated to a higher level. With knowledge management, support functions (and the individuals within them) can become so much more effective. Plus, knowledge management can be a key element of self-service capabilities – allowing end users to help themselves rather than contacting the service desk. It’s a win-win for both parties. Knowledge becomes more valuable the more it is used and by increasing the number of people that can use it.

Focus on quality over quantity

It is all well and good having loads of content but with knowledge based articles it is best to focus on quality information that can be easily relayed or understood by end-users. These articles should be as user friendly as possible. Take particular care with those that are accessible by customers/end users (beware of the overly technical phrases). It is also essential that all material is maintained – while an organisation may have a lot of knowledgeable material, have they ever been updated since they were first created?

These are just a few points to take into consideration when it comes to the processes and software that your organisation uses.

For a software that can help with knowledge management look no further than NetHelpDesk which can be used across all your organisations departments.

IT Service Management Software Aligned with ITIL

IT service management software overview

Understanding the difference between ITIL and IT service management Software. This is not necessarily a comparative but more of what are the benefits of them being combined together. IT service management (ITSM) is what an organisation would do to manage the information services they provide to their customers. IT service management software is not merely the software tool used it is also about the process, employees and technology used to provide that service. However the right software is a key component to a good ITSM solution.

ITIL, IT Infrastructure Library, refers to a group of documents that were created to provide guidance and a structure for building an IT Service Management solution. ITIL came about when organisations began to make the move to digital technology in the 1980’s. ITIL was established to have two purposes: to define terminology used in the industry and to define the best practices for such IT Service Management. It was quickly found that organisations that support an IT infrastructure can become increasingly efficient all while reducing the cost of their service management by adhering to processes recommended by ITIL. Some terminology that is used in every day ITSM such as “Incident,” “Problem,” “Change,” “Configuration Item (CI),” and “Configuration Management Database (CMDB),” all come from the ITIL text books.

There is an organisation which evaluates ITSM software solutions to certify their ITIL capabilities. The aforementioned organisation is known as PINK. By implementing a software which is at least aligned with ITIL processes or accredited by PINK you can be at ease for when you plan to implement ITIL best practices.

ITIL Benefits with IT Service Management Software

Although there are numerous benefits of adopting ITIL best practices, they need to be tailored slightly to adapt to different organisations, they are more of a guideline to best practices rather than a ridged set of rules. Many IT organisations choose to adopt only the operational processes such as incident management and change management. These are only a small part of the whole ITIL framework but can be very beneficial on their own. At this point of implementing a best practice framework it is good to make an overall strategy to understand the best approach to come up with a good fit for your organisation culture. Some ITIL recommendations might not be practical for every organization however; when providing IT Service Management, ITIL best practices are a good place to start.

NetHelpDesk as an ITIL-aligned solution

By maintaining the standards enabled by our ITIL-aligned solution, our customers have used NetHelpDesk in a huge amount of applications. By implementing the system as an ITIL-aligned ticketing solution, a number of our users have even gone on to gain ISO and BS accreditation, opening up a huge amount of doors for their future operations.

Incident management

Some of our main features like Incident Management for one allows our users to easily track calls, incidents, and requests that require consistent monitoring throughout every step of the process. Each call is tracked in a database, with all notes and relevant information logged against its unique identifier.

Problem management

Another aspect our users who look to implement ITIL process use frequently is our Problem Management feature. This allows users to escalate and manage ongoing problems, investigate root causes of issues, and achieve in-depth resolution to standards far higher than the industry norm. NetHelpDesk allows powerful service management of any issue, enabling your company to deliver exceptional problem resolution.

 

 

To find out more about NetHelpDesk as ITIL-aligned solution click here