One of reasons to employing IT people is to manage and resolve daily incidents, but not all organizations believe the helpdesk will be a very good tool to ease the communication between end users or customers and IT People, some of organizations use telephone, email or fax to report incidents to IT people, it’s applicable for small business, but what about 500+ employees with 50+ application and 200,000 customer?
We have to care bout incidents, some incidents cost the organizations time and money, IT people should track all incidents till resolved; with phone, email or fax not all incidents will appear to IT people on a proper time which means cost the organization more money and time, you can’t create a decision reports to resolve the root cause of high frequency incidents, no report about IT employees performance, no priorities for incidents.
What about one communication channel between IT people and end users or customers, this channel offer a documentation for all incidents, categorized and prioritized incidents, monitor and control resolutions and maybe escalate unresolved incident to higher level technician, what about employee’s evaluations about their work on incidents resolution, and logging all resolutions in a Known Error Database, all those benefits and more can be easily implemented by using helpdesk systems.
IT people should view all incidents in a proper time, so the incidents should be visible all the time.
We have to care bout incidents, some incidents cost the organizations time and money, IT people should track all incidents till resolved; with phone, email or fax not all incidents will appear to IT people on a proper time which means cost the organization more money and time, you can’t create a decision reports to resolve the root cause of high frequency incidents, no report about IT employees performance, no priorities for incidents.
What about one communication channel between IT people and end users or customers, this channel offer a documentation for all incidents, categorized and prioritized incidents, monitor and control resolutions and maybe escalate unresolved incident to higher level technician, what about employee’s evaluations about their work on incidents resolution, and logging all resolutions in a Known Error Database, all those benefits and more can be easily implemented by using helpdesk systems.
IT people should view all incidents in a proper time, so the incidents should be visible all the time.
No comments:
Post a Comment