PROBLEM

A survey of internal service providers revealed that at least sixty percent (60%) of the service requests received from help desk and incident management systems, email, or paper don’t contain all the information needed to process the request. Missing information significantly increases the cost of processing a request and degrades response time. Even if the time wasted is only 15 minutes per request, if you process 200 requests per month that is 50 hours per month of wasted time. Where could those hours be spent more effectively? Could you repurpose staff? What is that time worth?

Is the help desk the answer? Traditional IT help desks are often not equipped to handle the unique requirements of service requests. Service Requests often involve multiple work groups, multiple tasks with service specific data fields. Help desk applications push this information into a description field and lose the ability to do critical data validation and entry streamlining. In addition, many central help desks are not equipped for efficient web development or customization or the costs are prohibitive.