IT service
management or IT service support management refers to the implementation and
management of quality IT services that meet the needs of the business. IT
service management is performed by IT service providers through an appropriate
mix of people, process and information technology.
The 10 tips
to improve the IT services are below:
1. Define
your Ticket Process
Define the
service process based on SLA and determine service types, steps to follow to
resolve the ticket
2. Utilize
Different Ways to Create Tickets
The tickets
are created from client calls, alters, Emails and portal. Need to have the
services to handle the different tickets.
3. Evaluate
your Dispatch Strategy
“Honor the
clients that honor you” is the mantra for evaluating the dispatch strategy.
Evaluate the dispatch strategy based on priority and time
to resolve the tickets
4. Keep
Resources On-boarded
Make sure
the resources are billable by balancing the workload and on boarding the
resources based on skills to handle from front end support to problem solving.
5. Monitor
Boards
Monitor the
tickets status daily and provide the report to management
6. Service
Automated Workflows
Define
notifications (internal and external) to be executed when a service ticket is
changed to a specific status.
Define steps
to be executed based on conditions (triggers) for a service ticket.
7. Leverage
Closed Loop Communication
Clients
want to KNOW that you are working on their problem. Communication of the ticket
status at correct time is very important
8. Schedule
Recurring Tickets
Increase
efficiency by automating repetitive tasks like system upgrades, reports and
backend jobs.
9. Deploy
Managed Services
Plan for
releasing the upgrading the services
10. Get resources
to Update Tickets
Explain the team to the importance of updating status Management visibility
of tickets that are getting “stuck” (with no status updates they all appear
stuck) and Effective communications to the Client via portal and notifications means
fewer calls requesting updates
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ReplyDeleteGreat Article, Valuable points you have shared, Also Managed IT services are a powerful way for SMB to manage their IT budget while getting the most bang for their buck. Not only is it a cost-saving opportunity but it allows the business to focus on more prominent issue and further develop their organization.
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ReplyDeleteGreat article, you made some good points, Also, managed IT services are a great way for small and medium-sized businesses (SMBs) to manage their IT budgets and get the most for their money. Not only does it save money, but it also gives the business a chance to focus on more important issues and grow as a whole.
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