The first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained, if you provide access to good web-based self-service, and encourage your customers to make use of it, you reduce the need for service desk agents to make manual decisions, and you can also help with management of contract variations via automation, also, reliability is one of the keys to any good relationship, and good customer service is no exception.
Your service desk is one of your most direct, and usually honest, interaction points with your customer or user, in self-service situations when the customer contacts the help desk through an online portal, it is best practice to give a response message immediately when the incident or request is received. Besides this, any successful incident resolution system needs a maintenance model that is seamless and integrates with the use of the tool.
Satisfaction of the users and proactive problem resolution needs to ensured by defining policies and procedures related to event, incident and problem management and organizing service desk function, it incident management is an area of IT service management wherein the IT team returns a service to normal as quickly as possible after a disruption, in a way that aims to create as little negative impact on the business as possible. Besides this, responsible for incident response, troubleshooting, and resolution per policies and procedures.
On the contrary, self-service incident resolution encourages the service desk and service owners to ignore underlying service issues that ultimately lead to lower service quality and increased overall cost to the organization, to end-users, silence seems like a lack of progress or worse, that IT is ignoring requests, plus, when the incident has been resolved, ensure that the service desk records the resolution steps, and confirm that the action taken has been agreed to by the customer.
Some help desks designed for first-call resolution use an approach where agents work as a team on difficult problems, leveraging the skills of more experienced agents, primary responsibility is to address and solve service failures as quickly and effectively as possible, also, now service desks are expected to deliver business and user satisfaction by improving the customer experience.
Relevant information when opening a support request and, if needed, throughout the resolution process, reduce incident resolution time to ensure that users have received a solution that is satisfactory within a quick and reasonable time. In addition to this, tracking an incident to ensure that the customer is kept informed about the status of the incident, that the incident is resolved within the expected time frame, and that the customer is satisfied with the final resolution.
Another plus point is the ability to update user requests via email during the incident duration, simply put, an incident is an unplanned interruption to an IT service or a reduction in quality of an IT service, by the same token, help desk does and also maintains contracts and software licenses and interfaces with many other IT service management processes like problem management.
Finally, the service desk should check that the incident is fully resolved, the service has been recovered to a fully functional level and that the user is satisfied with the solution and the incident can be closed, additionally.
Want to check how your Service Desk Processes are performing? You don’t know what you don’t know. Find out with our Service Desk Self Assessment Toolkit: