FITS Getting Started module
Interactive Software based service desk solution with support tools for the technical and support staff
The goals for this step are as follows:
- Improve the Service Desk processes
- Make the most of the operators of the service desk
- Evaluate service desk software
- Evaluate tools to assist the management and resolution of calls
Service desk software
There are a number of providers of comprehensive software packages for managing your Service Desk. They provide a number of additional features, tools, and methods for managing aspects of your process. It is important that you review how you want to process work. Implementing a relatively cheap and quick package, in step 2, should have given you a better idea of what works well for your environment and what facilities you will be looking for in a full implementation.
Some of the additional features you may want to consider are:
- Customisable screens,
- support of user logging of faults,
- work queues,
- customisable work flows.
In addition to your Service Desk software, there are a number of tools that can assist the resolution of faults. The following are some of the tools available and there purposes.
- Knowledge bases. A searchable database of technical information.
- Remote access tools. Software allowing service desk staff to assume control remotely of a users' computer (with their permission).
- Monitoring tools. Tools for monitoring the state of the ICT environment.
- FAQs, cheat sheets, and scripts. While not so much tools more, self developed, documents and aids.