Support tickets are the primary way that users communicate incidents and problems. This is why it is important for businesses to understand the support ticket lifecycle, as well as the interventions and tools that can speed up the resolution process. To help businesses understand how they can improve, we are going to cover.

IT asset management (ITAM) is an increasingly popular IT management discipline, with 2022 Axelos research data showing that ITAM is the seventh most adopted IT service management (ITSM) capability (ITAM was added to ITIL in ITIL 4): But it’s such a wide-ranging IT management capability that it can be challenging to understand where to start and how to ensure that initial ITAM investments deliver sufficient benefits to engender future ITAM growth.

Properly learning how to manage a help desk is crucial for the success of any organization, both internally amongst its different departments, and with external customers. Smoothly operating one is no easy ride; it requires juggling multiple tasks and coordinating diverse teams.

Establishing a quality help desk ticket workflow is the key to achieving quicker and higher quality resolutions. Not only does this achieve better outcomes for users, but it also improves business operations and makes service departments more cost-effective. Many of the issues that cause delayed responses, missed tickets, or return tickets for issues that weren’t resolved correctly are caused by broken or poorly optimized help desk ticket workflows.

This post will help to answer the following questions: Incident management is a core function of any IT department, covering internal and external support ticket resolution. As such, it’s not surprising that many companies building out their IT department will likely implement an incident management ticketing system. Support tickets, or incidents, represent an individual user issue with a business’s product or IT network.

More and more businesses are turning to hybrid and multi-cloud infrastructures, powered by software-defined architectures instead of hardware. Companies now use software solutions that enable them to maximize efficiency, productivity, and performance — requiring major digital assets for successful operation. IT teams need to make sure these applications run seamlessly which means monitoring the deployment as well as updating it regularly for peak performance.

When it comes to email automation workflow tools, finding the right solution is critical to creating effective campaigns that fire on all cylinders. If you want to harness the full potential of email to increase customer engagement and streamline workflows, you need the best tools available at your fingertips to spearhead campaigns and take your workflows to new heights. ‍

Want to know how to make your help desk agents work harder, better, and faster? Then you need to see the power of Agent Utilization and how it can take your work from zero to hero. Agent Utilization is an IT help desk metric that reflects the percentage of time an agent spends on support-related activities, versus their total work time. But why is it essential to track and improve it?

During the last years, remote support has become a crucial component of IT Service Management (ITSM), as organizations increasingly embrace remote work and teams are distributed across different geographical locations. In order to address this new scenario, IT teams have turned to remote help desk software to efficiently provide support and resolve issues from a distance, regardless of where the agents and customers are located.