The service desk is often the face of the IT department organization-wide, so you want a solution that keeps your users happy. That means, primarily, a service desk that reduces mean time to resolution (MTTR) and helps ensure that issues are addressed properly on the first call. But today’s resource-constrained organizations also need a solution that minimizes IT workload and costs.
Fortunately, these two goals are not mutually exclusive. In fact, by automating and streamlining ticket creation and processing, you speed issue resolution — getting users back to work quickly and with less effort and frustration all around. It’s a win-win.
The key is choosing a flexible, integrated service desk solution. Be sure to look for the following features and functionality:
Where can you get all this?
The Dell KACE K1000 Systems Management Appliance includes a service desk that delivers all these features and more. This flexible, integrated solution is easy for both end users and IT staff to use. It empowers users with an intuitive self-service portal while giving you the flexibility to customize tickets and queues and to automate a wide range of processes. Integration with other systems enables further automation and speeds access to information and functionality required for issue resolution. And its mobile app supports both end users and IT staff any time, anywhere.
To Learn More
To learn more about how to choose a service desk solution that will make your users happy and your IT staff more productive, check out our new whitepaper, “The Ten Key Features You Need in a Service Desk Solution.”