Tuesday, March 17, 2020

Know the value of a good technology integration for your NOC and Service Desk

Having a correct integration between your NOC / Service Desk tools and technologies provides great benefits to companies like you, such as greater efficiency, scalability and significant cost reductions. In addition to significantly increasing operating efficiency and net profits.

Below we will talk about the importance of this factor in the management of IT services  in your company and its added value in your operations.

The importance of a correct integration in your technological tools


Not having an adequate integration between your tools and work processes can lead to a significant increase in inefficiencies and prolong the time in the delivery of your product or service.

Carrying out functions efficiently and consolidating reports through disparate systems and solutions requires more effort from your staff. This slows down the analysis of metrics and key performance indicators, which negatively impacts overall operational oversight. The solution? have the support of an expert provider in the management and integration of IT solutions network helpdesk.

Benefits of integrating your IT management solutions with the help of an expert provider


The best option is choosing and implementing a set of solutions that can be integrated to offer as many benefits as possible.

So your IT service provider can help you using the ideal tools to automate manual work and manage automated alerts to help you monitor:

  • Monitored devices
  • Operating systems
  • Applications
  • Services
  • User generated service requests

In addition to the benefits of call recording and reporting, you can improve your voice communications with end users, staff efficiency, and response times using click-to-dial functionality, dispensing with the need to manually search for contact numbers and physically dial them.

Take IT management to another level by integrating your tools

Some examples of the type of integration that an expert IT management provider can offer your business and the benefits you can get from it are the following:

1. The monitoring and management tool opens a request in the Service Desk module and provides the necessary information to start incident management and report generation.

2. The automation solution consults the internal database and appends key information for the service request such as: information about the device, its configuration, the error in question, the time of generation of the alert, the end user, the information and the SLA to support incident management.

3. According to the type of alert, the solution designates a priority for the request and an escalation process that allows maintaining the SLA, and assigns it to a specific support queue or resource.

4. The Professional Services Automation solution sends a message to all affected parties about the nature of the alert and sets customer expectations for incident management.

5.  The service request is successfully handled by the service desk manager using the remote access feature to document incident resolution activities. The service request being closed once the corresponding quality control activity has been carried out.

6.  If direct communication with the affected user is necessary, the integration between the CRM component of the Professional Services Automation solution and the Voice Communications solution can be very useful thanks to its “fast call” functionality.

7. The professional services automation solution communicates the resolution status of the request to the remote monitoring and administration tool, which subsequently cancels the alert.

8. Execution of consolidated reports and analysis in case of incidents , adding data from the remote administration tool and voice solutions and automation of services.



No comments:

Post a Comment

How can I get free backlinks?

technology write for us technology write for us technology write for us technology write for us technology write for us technology writ...