Help for the help desk – new poll reflects rise in first-time ITSM software adoption
From mobile support to self-service fixes, today’s real-time IT service management (ITSM) software is known for being a go-to tool for many service desk admins. Yet, despite the maturity of the helpdesk software market, new research by ManageEngine has revealed that many organisations are only now starting to adopt the software.
In fact, almost half (47%) of organisations that deployed the firm’s entry-level ServiceDesk Plus Standard Edition in the last twelve months confirmed that they had never used help desk software before.
This reflects the fact that previously many ITSM software implementations have been complex and costly to implement, deterring many businesses from adopting the technology. Likewise, it is also a strong indication that, until now, a significant number of organisations had not found the right mix of features, usability and cost required from an ITSM software vendor.
Now, the fact that ITIL-ready service desk technology can be downloaded and accessed through the cloud effectively enables organisations to add new modules and features according to their specific needs – without having to deal with complex integration processes and licensing agreements.
Another interesting trend highlighted in the feedback was the broadening use case for help desk software, with 20% reporting that they are using it in other departments, including HR, travel, maintenance and facilities. In all, 95% of organisations said they had seen a significant increase in end-user satisfaction levels, while 98% reported improved help desk productivity.
Before upgrading to ServiceDesk Plus, Tom Peach-Geraghty, IT manager at Nottingham’s National Ice Centre (NIC) complex says not having an effective mobile app for the help desk meant technicians were not able to respond to tickets on the fly. Having implemented the technology, he says: “It really helps us nail our ITIL processes down harder and enables far more accurate reporting. The technicians get a lot more out of it compared with our old help desk.
“Although we were working very hard on our ITIL adoption, it was only after integrating ServiceDesk Plus with our IT service portfolio tools, KEDB (known error database) and CMDB (configuration management database), that we saw ourselves going a notch up when it came to maturing our help desk process.”
As more and more end users work out of hours using mobile devices, providing support on a 24/7 basis is another major challenge facing IT teams. Responding to this demand for mobility and flexible working, new self-help ios and Android service desk apps could be the key to enabling users to fix basic challenges at any time – reducing the requirement for round-the-clock support, as well as cutting service desk call volumes.
ManageEngine director of product management Rajesh Ganesan has more than 18 years’ experience building innovative IT management solutions for enterprise businesses.