Enterprise Service Desk

An enterprise service desk is scalable software that helps you and your technicians streamline IT management tasks. Compared to an enterprise help desk, a service desk is a more evolved or extended tool that provides the functionality enterprises need.

An enterprise service desk helps simplify and enable processes based on the ITIL framework, which helps businesses ensure excellent IT management. As a tool, it focuses not on single incidents but on delivering many service requests at scale. To make this possible, an enterprise service desk includes a service catalog to help automate and streamline workflows, especially for repetitive service requests. It can also include self-service options with AI-powered suggestions for clients looking for IT solutions. An enterprise service desk can also be useful for managing asset lifecycles and can make it possible to run a continuous release cycle to ensure updates are current.

With each feature of your enterprise help desk software, you can optimize the user experience, manage your business as efficiently as possible, and act quickly to address issues you have seen before.

The ultimate purpose of enterprise help desk software is to help your IT team handle a range of tasks faster and more effectively. This is especially important for large companies given the high volume of requests they may need to address. To that end, enterprise IT help desks help you:

• Evolve: The goal of any ITIL service desk is to adjust your IT service to fit the realities of your infrastructure, and to continuously improve your IT services. As your knowledge base grows, service desk software helps you approach IT issues with increasing insight over time.
• Optimize: To optimize your IT services, an AI-powered knowledge base suggests solutions for self-service for end users. It also helps your team quickly access existing solutions for service requests you have already resolved.
• Streamline: Minimize downtime by automatically routing tickets to the right team members, resolving multiple related incidents as a problem, and automating repetitive service requests.
• Stay proactive: An enterprise IT help desk can help you stay a step ahead, with transparent insights into IT asset lifecycles and current updates, plus automated alerts to help you identify high-priority issues.

Your enterprise service desk should provide tools that allow you to streamline your managed services and save time and hassle for your team members. A lightweight service desk software will offer features that automate your service-end IT management and amplify your existing enterprise helpdesk capabilities.

Enterprise service desk software can help you save money by increasing IT efficiency and by improving your quality of service.

To increase efficiency, automation is key. A service desk offers AI-based knowledge management, so technicians and end users can access the most relevant resources possible. With an automated ticketing setup, including auto-escalation and auto-routing, you can save costly downtime spent managing tickets manually. Similarly, problem management software allows you to automate incident resolution by engaging with multiple related incidents under a unified problem. Also, your service desk’s employee self-service portal can help to minimize downtime caused by internal service requests. 

In discussing the financial gains from an enterprise IT service desk, you shouldn’t overlook the benefits of improving your quality of service. An enterprise service desk helps you to improve your brand, troubleshoot more effectively, and manage happier employees.

You can address incidents and problems in SolarWinds Service Desk with automated ticketing management, whether it’s for service requests or incidents. To resolve tickets effectively, you can automatically route and escalate tickets for an intelligent automated approach to incidents management. For advanced problem-solving, you can use an AI-powered knowledge base to continually expand your understanding of workarounds and improve your services over time.

Asset management is another key aspect of managed services. With an up-to-date profile on each of your IT assets, you can view asset lifecycles and gain continuous release cycles for current updates. If your employees have questions about a specific asset—or anything else technology related—SolarWinds Service Desk offers an intuitive service portal.

With SolarWinds Service Desk, you can streamline enterprise IT help desk support with an easy-to-use user interface. Whether you’re answering a minor tech support question or addressing a major IT incidents, Service Desk helps you provide a timely response—without sacrificing the quality of your work.

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.