In the current day and age, you need an efficient IT team to boost your organisation's productivity and create a lasting impression not just on your team members or end-users but also on external clients. One of the best ways to provide seamless IT services is by employing IT Service Management (ITSM) tools.
According to a 2023 report by Rezolve, around 60% of companies are currently using AI-based ITSM tools to boost their service desk activities. These tools provide an avenue for your IT team to do more in less time and boost the efficiency and productivity of your organisation.
Some of the ways they do these are by providing features and platforms that enable you to align your business goals and also automate processes. Processes such as the management of incidents, service requests, changes, and ticketing processes, as well as the provision of portals which enable end-users to resolve common issues on their own.
They also provide reports and analytics of activities, which would help you identify the areas where requests are coming in the most, areas that need to be addressed, processes that need to be optimised, and where resources need to be allocated. But to create an impression of any kind with this tool, you need to, firstly, select one out of the numerous options available.
So, to help you make the decision-making process easy for you, look at the key features that an ideal ITSM tool should have so that you know what to look out for when selecting one.
Key Features Of an ITSM Tool
Efficient Incident Management
A good ITSM tool should provide a platform for IT teams to swiftly identify and resolve issues from their root cause to minimise downtime and prevent recurrence. It should also be able to keep a record of those incidents, in case there is a need to refer back to them anytime in the future. According to Rezolve's report in 2023, AI-driven automation in ITSM has the potential to cut down the time taken to resolve incidents by up to 50%.
Asset Management:
Keeping proper inventory is very important, so you should go for an ITSM tool that provides a feature that allows you to keep a good record of your hardware and software assets.
Service Request Management:
Another feature that efficient ITSM tools should have is one that allows users to efficiently send their service requests so that the IT team can know the areas that need to be worked on. It should also have a service catalogue that clearly shows users the list of IT services available to them.
Change Management:
From time to time, there is a need to make changes to the IT services. A good ITSM tool should be able to properly manage the process of planning, testing, and implementing those changes with little to no disruptions.
Report and Analytics:
IT teams need accurate information to know areas they need to improve on and where to streamline processes, and that is when this feature comes in. These tools are supposed to generate reports and analytics that will enable the team to make informed decisions and measure their performance.
Automation:
To boost productivity and efficiency, routine tasks are automated by ITSM tools. By doing this, manual effort is reduced, and the IT team can have enough time to work on other activities and minimise human errors.
Self-Service Portals:
Last but not least, ITSM tools are built with self-service portals that enable end-users to handle certain basic tasks on their own without needing to involve the IT team. This not only empowers the end-user but also saves the IT team time.
Jira Service Management Tool
A very good example of an ITSM tool that ticks these boxes and can enable your organisation to collaborate properly while empowering it to meet its compliance and security needs and deliver great service is the Jira Service Management Tool (also known as the Jira Service Desk).
According to Discovery HG Data, over 200,000+ people are currently using this tool. Some of these include heavyweights such as Wells Fargo, Ubisoft, and Cisco, amongst others. Jira Service Management Tool is a robust ITSM tool that provides exceptional features that can enable your IT team to provide employees and customers with support and responses at lightning speed.
This tool, developed by Atlassian, gives you a clear view of the ongoing incidents and enables you to quickly identify the exact areas that are faulty, thereby enabling fast resolution of the issues at hand and a reduction in downtime.
It also provides a platform for you to document these incidents for future reference. Plus, it adequately supports the management of assets, changes, and configurations.
In addition, this easy-to-use tool provides end-users with easy access to all the valuable information they need to know and a portal that allows them to make service requests and track those requests until they are attended to.
Conclusion
With ITSM tools, you can streamline the processes involved in your IT services and hence, boost your organisation's productivity and your customers' satisfaction. This excellent service will, in turn, leave a lasting impression on not just your staff but also your customers as well. Now, you need to select a ticketing system that fits your budget, needs, and other factors that you might need to consider and integrate it into your IT services.
So, why settle for anything less? Take the first step towards transforming your IT operations by exploring Jira Service Management today. Experience the difference it can make in your organization's productivity, customer satisfaction, and overall success.
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