There are certain things, typically mentioned in SLAs, that a customer should receive as integral components of their IT help desk purchase. But, while an SLA is a vital part of B2B transactions, not all vendors will act in accordance with it. What is worse is that in many cases the SLA itself fails to provide clear-cut and comprehensive details on the level of service a customer will receive. In both cases, the customer suffers the consequences. Here are three things that organisations should expect from their IT help desk vendors:
Most companies start off small, using manual processes to complete tasks due to budget and resource restrictions. But as an organisation expands, there comes a time when this simply is not enough and automation becomes a strategic necessity. It is at this point that business leaders should invest in IT help desks. Below is a list of signs that it is time for your company to deploy an IT help desk:
As a service provider, you use your help desk to assist end users with their problems. However, if the software you deploy lacks vital features, it will become quite difficult for you to keep your customers satisfied. Below is a list of components that will make your help desk software and systems outstanding:
Knowledge Management Systems (KMS) are information systems used by businesses to share, store, regulate and maintain organisational knowledge. They are used to assist employees in retrieving, understanding and implementing the stored information. Users can also input their own knowledge to enable colleagues in the organisation to benefit from it. This helps in building effective work teams and creating more productive and efficient organisations.
Knowledge management (KM) is an integral part of most successful businesses. It helps to create what might be called a "knowledge network" which users can leverage in their search for answers. It is used to assist organisations in maintaining an efficient system of information that is beneficial to employees. However, many organisations fail to recognise the importance of KM and do not prioritise it as an essential element of business maintenance. Consequently, not enough time is invested in assessing the issues that arise in KM databases.
Here are our top five issues that companies must address when building their KM systems: