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Help Desk Software Hits Its Stride

Ashwin Ram

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.

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Help Desk Software Hits Its Stride

Ashwin Ram

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.

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As businesses increasingly rely on high-performance applications to deliver seamless user experiences, the demand for fast, reliable, and scalable data storage systems has never been greater. Redis — an open-source, in-memory data structure store — has emerged as a popular choice for use cases ranging from caching to real-time analytics. But with great performance comes the need for vigilant monitoring ...

Kubernetes was not initially designed with AI's vast resource variability in mind, and the rapid rise of AI has exposed Kubernetes limitations, particularly when it comes to cost and resource efficiency. Indeed, AI workloads differ from traditional applications in that they require a staggering amount and variety of compute resources, and their consumption is far less consistent than traditional workloads ... Considering the speed of AI innovation, teams cannot afford to be bogged down by these constant infrastructure concerns. A solution is needed ...

AI is the catalyst for significant investment in data teams as enterprises require higher-quality data to power their AI applications, according to the State of Analytics Engineering Report from dbt Labs ...

Misaligned architecture can lead to business consequences, with 93% of respondents reporting negative outcomes such as service disruptions, high operational costs and security challenges ...

A Gartner analyst recently suggested that GenAI tools could create 25% time savings for network operational teams. Where might these time savings come from? How are GenAI tools helping NetOps teams today, and what other tasks might they take on in the future as models continue improving? In general, these savings come from automating or streamlining manual NetOps tasks ...

IT and line-of-business teams are increasingly aligned in their efforts to close the data gap and drive greater collaboration to alleviate IT bottlenecks and offload growing demands on IT teams, according to The 2025 Automation Benchmark Report: Insights from IT Leaders on Enterprise Automation & the Future of AI-Driven Businesses from Jitterbit ...

A large majority (86%) of data management and AI decision makers cite protecting data privacy as a top concern, with 76% of respondents citing ROI on data privacy and AI initiatives across their organization, according to a new Harris Poll from Collibra ...

According to Gartner, Inc. the following six trends will shape the future of cloud over the next four years, ultimately resulting in new ways of working that are digital in nature and transformative in impact ...

2020 was the equivalent of a wedding with a top-shelf open bar. As businesses scrambled to adjust to remote work, digital transformation accelerated at breakneck speed. New software categories emerged overnight. Tech stacks ballooned with all sorts of SaaS apps solving ALL the problems — often with little oversight or long-term integration planning, and yes frequently a lot of duplicated functionality ... But now the music's faded. The lights are on. Everyone from the CIO to the CFO is checking the bill. Welcome to the Great SaaS Hangover ...

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