Short Guide Through the Successful Help Desk ITIL Implementation
When companies find themselves overwhelmed with work or experience problems such as:
- unavailability to track and manage support resources
- lack of relevant metrics for planning activities
- constant repetitions of same problems
- undefined procedures for managing incident or service requests
- unidentified support staff expenses
- reduced productivity and increased costs
- declining sales due to lower customer trust
they start considering automation of customer support services through a help desk software solution and adoption of ITIL best practices. For a successful implementation, when we talk about spending business dollars, acquiring a software solution is among last steps. Running a customer support in effective manner usually needs more than just a piece of software, and focus should be on ITIL implementation since that will increase the business value of IT and influence the result. Read more
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