A service desk is the focal point of an IT organization to render services, and the quality of its services determines the perception of being a valuable part of the organization.
The ongoing transition of businesses to adopt cloud infrastructure has forced IT organizations to modernize their service desks, which include vendors adopting cloud capability and smart automation powered by AI.
This transition ensures that business processes don’t run in silos especially when rendering services overlapping multiple departments.
Integrating a service desk with an endpoint management system is one of the many steps to break down siloed operations. Such integration will drive KPIs that measure user satisfaction, time to resolve a ticket, call volume, etc.
In this blog, we will summarize four benefits of integrating a service desk with an endpoint management system.
Increased Efficiency of Agents
An integrated service desk automatically links the data of a user with the devices he/she is using, which enhances the efficiency of the technician diagnosing a problem reported by the user.
An incoming ticket will have all the information about the devices; for example, an incident ticket about a laptop having booting problems will have the BIOS version mentioned in the ticket. With that information, a technician can check whether the BIOS is the latest one or an old one.
This kind of visibility ends the need for the technician to ask for information from the requester.
Another benefit is that it might reduce the number of escalations required since relevant information is available for level 1 technicians.
Better Endpoint Maintenance
In an integrated service desk, a software agent continuously runs at the client machine, monitoring important parameters and generating alerts when something is missing or goes wrong. This allows technicians to track changes and monitor critical errors in their network.
Proactive monitoring makes an organization more resilient to downtimes. Since service technicians can handle problems before they can impact the organization. Less downtime means less loss in productivity.
Better Mapping of Symptoms with the Root Cause
Some problems are not problems but are symptoms of a problem. When running a service desk in a siloed way, symptoms may look like problems since there is a lack of information.
In an integrated service desk, technicians can identify symptoms and diagnosis them with proper root cause analysis. For example, a ticket about a user not being able to connect to Wi-Fi may look straightforward, but the problem may be the MAC address of the user’s laptop might not be present in the router devices. The technicians can check this by fetching the MAC address from the ticket, under the related device section, and adding it to the router, and telling the user to restart its Wi-Fi adaptor.
Better Remote Support for End Users
In an integrated service desk, a remote user facing issues with his/her devices can generate a ticket, and the technician can quickly acquire the configuration of the system. The technician has the option to remotely access the device and even initiate patch and software updates to resolve the issues.
The ability to remotely handle any vulnerabilities boosts the overall security of an organization’s IT infrastructure. This instills confidence in the minds of IT leaders to continue reaping the benefits of remote work.
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Our solution is designed for efficiency that drives down cost, and the maintenance of compliance using its built-in SLA management feature.
You can derive the above-mentioned benefits from our integrated solution that includes a self-service portal, knowledge base, codeless workflows, and CI database to store all asset information.
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Sumber : https://www.motadata.com/blog/benefits-of-integrating-service-desk-with-endpoint-management-system/
