πŸ€‘ 6 IT help desk lessons from the casinos of Vegas - ManageEngine Blog

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Managing to keep a poker face might help you win a game of poker, but can prove to be a disaster in help desk management. Share this post :. Reports like simple incident trends or technician workload per hour can impact service management immensely when used as sources of business intelligence. Similarly, when it comes to your IT help desk, keeping tabs on key metrics and performing the right kind of analytics will improve help desk performance. Pulling the lever and hoping to win is a common casino strategy. In short, they know their bankroll ; and sticking to it helps them win at a casino. This could lead to longer resolution times, incorrect resolutions, and lower customer satisfaction levels. Ashwin Ram. So here are a few ITSM lessons from the casinos to help you steer clear of service delivery failures. ServiceDesk Plus. To ensure a successful IT help desk, understand your business objectives , then define and align them with the IT objectives before configuring IT workflows. Most IT help desks can automate ticket classification and assignment to the appropriate technician or support group. For them, IT service management is usually the biggest gamble. Sometimes IT admins adopt a similar strategy, just closing incidents day in, day out. You can win a game of B lackjack if you train yourself to count cards. With the appropriate integrations, the scope of IT service management can be extended to include Active Directory management and self-service, client device management, and IT operations management. Meanwhile, if you are looking for an IT help desk tool that can help you streamline your IT service management or expand the scope of your help desk, take a look at ServiceDesk Plus, the ITIL-ready help desk software from ManageEngine. Cancel reply.

IT help desk teams might beg to differ with Gerristen. But this method of IT firefighting β€” resolving incidents as they pop up β€” does not ensure better service delivery. To provide uninterrupted services, and to achieve business objectivesIT help desk teams have to implement ITSM processes casino help desk problem and change management in addition to solving tickets.

It might help to imagine these processes simply as guidelines to help improve service delivery and not as rules. Similarly, to run a successful IT help desk, you need to know your IT infrastructure. Y our IT help desk software should simplify this process with click here help of a service catalog published on a self-service portal.

ServiceDesk Plus more info min read Read. New-gen IT end users are part of the e-commerce wave, which has simplified the shopping experience and set high standards for IT service delivery.

Very clever analogy makes these lessons casino help desk interesting read β€” well done! They expect transparency when it comes to services, associated SLAs, technician details, and ticket statuses. Thank you.

You have to discover and manage every component, configure relationships between each componen t , and track those components across their life cycles.