Help Desk Software Hits Its Stride
June 25, 2015

Ashwin Ram

Share this

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.

Share this

The Latest

May 17, 2024

In MEAN TIME TO INSIGHT Episode 6, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses network automation ...

May 16, 2024

In the ever-evolving landscape of software development and infrastructure management, observability stands as a crucial pillar. Among its fundamental components lies log collection ... However, traditional methods of log collection have faced challenges, especially in high-volume and dynamic environments. Enter eBPF, a groundbreaking technology ...

May 15, 2024

Businesses are dazzled by the promise of generative AI, as it touts the capability to increase productivity and efficiency, cut costs, and provide competitive advantages. With more and more generative AI options available today, businesses are now investigating how to convert the AI promise into profit. One way businesses are looking to do this is by using AI to improve personalized customer engagement ...

May 14, 2024

In the fast-evolving realm of cloud computing, where innovation collides with fiscal responsibility, the Flexera 2024 State of the Cloud Report illuminates the challenges and triumphs shaping the digital landscape ... At the forefront of this year's findings is the resounding chorus of organizations grappling with cloud costs ...

May 13, 2024

Government agencies are transforming to improve the digital experience for employees and citizens, allowing them to achieve key goals, including unleashing staff productivity, recruiting and retaining talent in the public sector, and delivering on the mission, according to the Global Digital Employee Experience (DEX) Survey from Riverbed ...

May 09, 2024

App sprawl has been a concern for technologists for some time, but it has never presented such a challenge as now. As organizations move to implement generative AI into their applications, it's only going to become more complex ... Observability is a necessary component for understanding the vast amounts of complex data within AI-infused applications, and it must be the centerpiece of an app- and data-centric strategy to truly manage app sprawl ...

May 08, 2024

Fundamentally, investments in digital transformation — often an amorphous budget category for enterprises — have not yielded their anticipated productivity and value ... In the wake of the tsunami of money thrown at digital transformation, most businesses don't actually know what technology they've acquired, or the extent of it, and how it's being used, which is directly tied to how people do their jobs. Now, AI transformation represents the biggest change management challenge organizations will face in the next one to two years ...

May 07, 2024

As businesses focus more and more on uncovering new ways to unlock the value of their data, generative AI (GenAI) is presenting some new opportunities to do so, particularly when it comes to data management and how organizations collect, process, analyze, and derive insights from their assets. In the near future, I expect to see six key ways in which GenAI will reshape our current data management landscape ...

May 06, 2024

The rise of AI is ushering in a new disrupt-or-die era. "Data-ready enterprises that connect and unify broad structured and unstructured data sets into an intelligent data infrastructure are best positioned to win in the age of AI ...

May 02, 2024

A majority (61%) of organizations are forced to evolve or rethink their data and analytics (D&A) operating model because of the impact of disruptive artificial intelligence (AI) technologies, according to a new Gartner survey ...