Enterprise Service Desk

SolarWinds Service Desk eliminates the busywork from service desk management, but you will still need to follow best practices to ensure effective and smooth service desk operation. It’s important to remain knowledgeable about your IT environment and track problems before they escalate to keep things running at peak performance.

To make the most of what the enterprise service desk can offer your enterprise, follow these five best practices:

1. Use an IT ticketing system: When you’re getting questions and requests left and right from customers through phone, email, service portal, and in-person, you need a way to manage it all. Tickets keep queries organized and allow IT personnel to keep track of enterprise help desk threads with customers for optimal visibility until the request is complete.
2. Maintain a knowledge base: Instead of repeatedly answering the same question for different customers, save time and improve convenience with an enterprise help desk knowledge base. This allows customers to find the answers to common questions on their own, reducing ticket quantities and freeing up more time for IT personnel.
3. Monitor key performance metrics: You won’t know how well your enterprise service desk works if you don’t have the metrics to back it up. Measuring the performance of your service desk can help you identify areas of improvement and areas where your platform shines.
4. Set up automation rules: From alerts to ticket routing, setting up rules can help streamline processes without manual upkeep, reducing the risk of human error and elevating customer experiences.
5. Mobilize your service desk: Meet customers on-the-go by deploying a mobile app. This provides them with the assurance that they can get the support they need anywhere at any time. Plus, a mobile service desk offers easy IT and asset management right at your fingertips.