IT Service Desk
Speed Resolution with the Leading ITSM Application
The IT service desk is the hub for IT service questions, complaints and issues. The service desk often receives calls from users for incidents that may have been noticed already by IT Operations. In these cases the service desk notifies mobile personnel, assigning the ticket and escalating until the issue is resolved. Time spent performing actions and fielding calls on issues already known to IT operations, is a costly non-value-added activity.
AlarmPoint's ITSM application optimizes this process by automating the process milestones ensuring events that are monitored automatically dispatches and escalates until resolved.
Reactive process:
Commonly, an incident begins when a user or dozens of users call the service desk to open a case (at a cost of $3 - $10 per ticket). Service desk operators start a manual notification process trying to find the right person. Outdated contact, scheduling and escalation data leads to unsuccessful attempts and forced escalation. Finally the service desk sends emails to all and hopes someone will accept the issue. The end result often is slow resolution, susceptibility to human error and a high volume of non value-added email messages.
AlarmPoint process:
In an AlarmPoint enabled service desk, assets and services are pre-assigned using event subscriptions. Personnel profiles are built and maintained providing accurate, real time data. When systems or services start to degrade, AlarmPoint's ITSM application dispatches targeted notifications with curing actions to the correct person. The field personnel can respond or login to the application, using the AlarmPoint Mobile Gateway, to assess the issue, update the ticket and take curing actions. AlarmPoint executes the cure, informs the stakeholders and logs the detailed audit trail for process improvement.
End result:
- Faster resolution
- Fewer tickets
- Quicker time to resolve
- Fewer escalations
- Process control
- Visibility and accountability
Learn more about AlarmPoint's Alert Management platform for the IT service desk including our ITSM application. More information»
