Incident management solutions create time within your IT help desk. A good solution will automate many processes, streamline incident prioritization and empower your technology and support teams to work as efficiently as possible through collaboration and workflow optimization tools. All of these benefits come together to free up huge amounts of time in the day for your support teams, letting them focus on high-thinking tasks that deliver meaningful value for the business.
Investing in incident management is becoming especially important as enterprise IT departments are tasked with handling a wide range of new responsibilities in response to emerging technology trends. Three technology trends that are making incident management especially important include:
1. Enterprise Mobility
Widespread smartphone and tablet use in the enterprise is creating an operational climate in which IT and support teams must deal with a wide array of tasks that they would not otherwise need to worry about. These include needing to release diverse instances of an app to support varied operating systems, deal with an increased number of support tickets and incorporate a personal devices into the enterprise configuration.
All of these issues come together to create an environment where advanced ticketing functions and extra time to work on special projects become incredibly important on the IT help desk. Incident management makes that possible.
2. Cloud Computing
The cloud gets a great deal of attention because it simplifies an organization's internal IT configuration. Because of this, it is often billed as something that can save time for IT teams. This can be true when it comes to managing hardware and systems, but support workers spend most of their time interacting with users and their problems. Having to serve as a broker for cloud services can prove an incredibly time-consuming process for IT help desk teams. Having to process support tickets that have to do with the cloud solution, pass them along to the third-party providers, maintain contact with end users and make sure everything gets resolved can become an onerous task.
Advanced ticketing systems that come as part of an incident management platform streamline service request management so you can easily segregate cloud-related tickets from other support tasks. You can also automate many of the ticket distribution and updating processes that come with getting the user request out to the cloud provider. These factors come together to make it much easier to execute workflows efficiently and provide excellent support for end users.
On the surface, video doesn't feel like something that would put a strain on the support team - it creates major infrastructure challenges, but those issues are a problem for IT users, not necessarily the help desk. However, many people run into video performance problems when trying to stream live events. Users can run into numerous glitches when consuming video, and many of these issues will lead them to file a support ticket with the help desk. Furthermore, video events that cause problems for one user often lead to cascading issues as the bandwidth limitations that create performance roadblocks often escalate as more people try to stream content.
All of these concerns add up to a situation where video events can easily create numerous issues that occur in close proximity to one another and require rapid response. A good incident management platform can add intelligence to routing and prioritizing these support tickets, making it much easier for the help desk to respond to problematic video events and ensure operational efficiency.
Help desk workers can face numerous problems relating to emerging technologies, but advanced incident management modules can go a long way toward alleviating these stresses.