Information Technology Service Management: Fundamentals of Tech Support Software


The type of support that your helpdesk provides is going to isolate what kind of software you’re using to manage and report the incidents that your client base are calling about. The staff that you hire is going to be busy fixing issues for your consumers and answering their calls, so they’re not going to have much time to invest in service management tools that aren’t efficient, or user-friendly. This brief article is going to help you narrow down some of the basics so you can assist your support team in running at their full capacity.

What are ITSM Tools/Help Desk Software?

Helpdesk is a term that has a few variants and depends on whether or not you’re focusing on external or internal customers, as that’s what the majority of helpdesks consist of. MSP’s (managed service providers) work more with external customers, while large corporations might have internal support teams for their various departments.

information-technology-service-managementAs a whole, support desk software is a help desk management tool that also acts as a database. Through the tool, you’re able to search customer incidents, information, records, and requests. The majority of help desk software comes with issue tracking systems.

When a consumer or an employee contact the service desk through whichever method has been provided to them, the ITSM software works to create an electronic ticket that’s most commonly referred to as an incident or a break-fix. If your desk fulfills more than just support solutions, your software might be configured in a way to generate electronic requests as well. The majority of all tickets created are associated with employee and customer information, so it’s important to respect privacy laws when utilizing these tools.

Common Features Found in ITSM Software

You may not believe it, but the competition to provide an extremely reliable piece of help desk software is steep. There are plenty of versions out there, and some are better than others. When looking into support software, it’s essential to know what you’re looking for, and what type of support your employees are going to provide so you can find software that has the most features you need. Some common features are:

  • Self-Service: To eliminate some of the strain on your IT department, your web presence team may want to work with your support software to provide an IT Customer Service Portal. That can provide your employees with the ability to submit software requests, patches, submitting questions and even searching through a database of knowledge.
  • Knowledge Article Systems: This system is a standard feature with ITSM tool software and acts as a quick reference guide. Your IT staff can use the system to access frequently asked questions, which results in more clients served, and more time saved.
  • IT Network & Asset Management: Features such as this help to monitor security patches and updates that are to be pushed out to PC’s on your network’s domain. In addition to that, it also tracks inventory and ensures healthy servers.
  • Reporting & Metrics: Performance metrics are vital tools for management staff on a service desk. It helps to keep track of performance, call duration, auxiliary and stand-alone time, sick time, and customer satisfaction. These metrics also assist with future coaching and training.
  • Mobile Support: Many companies might limit who has mobility access to the ticketing tool, but vendors offer the solution as a means of convenience. There are plenty of times, especially during remote support, where following up on a ticket from a mobile device may be required.
  • SLA (Service Level Agreement): In most circumstances, the SLA is a pre-determined time frame in which the customer’s issue must get resolved before the break-fix can get escalated to management. The SLA allows room for priority settings and even automatic escalations.
  • Remote Desktop: Many support desks are going to have specific remote desktop software to control their customer’s computers remotely, but plenty of service desk management tools include the feature.

Why Are Help Desks Needed?

Help desks provide support for your employees and customers, so they’re getting the most of their product, or able to focus on their main priority; which is their job. Even with today’s heightened technology, not everyone can be expected to know everything about a computer, and just how harmful some attacks can be.

When you have help desk support, you’re quickly able to assess IT issues and privacy concerns, while ensuring the customer and employee remain protected. There are plenty of solutions that the support desk is going to have, including an ability to email everyone within the organization to advise of an IT crisis, and they are even able to post distress messages that notify of any major incidents.

supportWhen you want to offer good customer service, and a reliable backbone that your employees can lean on, it’s imperative that you have a working information technology service management tool. On the plus side, the majority of vendors can offer you training environments of their software so you can make sure that it’s what you and your staff need to provide solid support before investing in it.

What support desk software have you used? Have you ever had any good or bad experiences with it? Leave a comment below.


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