The Seven Key Challenges of a Service Desk Software Rollout

When implementing a service desk software solution, there are many issues to consider and many challenges to overcome. The goal here is to organize your help desk processes to improve your ability to track problems, but assessing the multitude of needs of both your end users and technical staff is no easy task, and finding a single solution that can address all of your concerns is an even bigger challenge.

With this in mind, we’ve mined our customer interactions to compile a list of the most common challenges that you may face when implementing service desk software and how Monitor 24-7’s IncidentMonitor is specifically designed to help you overcome these issues.

As an I.T. professional, you are charged with employing best practices to build out your company’s ITIL-certified service desk offerings. By understanding - and learning how to overcome - the Seven Key Challenges of a Service Desk Software Rollout, the process will be much more seamless.

Introduction: The Selection Process

The two most important aspects of your selection of a service desk software solution will be (a) whether it has the features you require; and (b) how user friendly is it. Secondary - but still extremely important - considerations include price and architecture.

The keys trend here are:

• Technology is changing so quickly;
• Workforces are dynamic and when key employees leave, they take their knowledge with them - unless it is saved in a database; and
• Users crave self-serve options.

The upshot is your help desk software solution must be a repository where knowledge can be stored, managed and distributed with ease - just as IncidentMonitor is.

In this document we’ll discuss;

• CHALLENGE NO. 1: Setting up (ITIL) Workflows;
• CHALLENGE NO. 2: Anytime, Anywhere Secure Access for Users and Support Staff
• CHALLENGE NO. 3: Avoiding Communication Breakdowns
• CHALLENGE NO. 4: Adding a Help Desk Chat Option for End Users
• CHALLENGE NO. 5: Ease Strain on Administrator and Support Staff
• CHALLENGE NO. 6: Immediate Solutions Available Before Calls are Logged
• CHALLENGE NO. 7: Provide Solution Tips to Support Agents

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