Ask an IT guy about his daily routine at work; most of the time, it is about solving people’s basic computer related problems. IT guys will always be seen juggling between certain tasks like upgrading security and various network infrastructure. They are busy providing remote support to solve issues on remote systems and much more to have things run smoothly across the organization.
A robust IT service management (ITSM) software, can easily handle low-level IT problems that could be automated, without them investing much of their precious time on trivial issues. This blog will help you discover those 8 IT tasks that your IT Teams shouldn’t handle manually.
- Password Reset Requests
A simple yet inconvenient task a technician is likely to deal with very frequently. Considering a period of one month, these tasks eat up a lot of time. Using an automated password recovery procedure, individuals looking for such requests, have to provide basic information in order to get their issues resolved. The request is automatically routed to the authorized technician. Sometimes, using an API, a reset link can also be generated and sent to the user automatically.
- Hardware Upgrade Requests
At times of hardware failure or during regular maintenance processes, the process of checking the life cycle of existing hardware and replacing it usually takes a lot of time. The entire process of ordering new hardware after approval from the appropriate manager can be automated, depending on the type of hardware required.
- Purchasing or Renewing Software Licenses
IT service management has one more tedious task on its board which comes in unison with hardware up-gradation requests; that is Renewing Software Licenses. The number of licenses already in use makes it a lot difficult than it appears. A powerful ITSM solution powered by an effective asset discovery and management can help IT teams, to resolve these issues quickly.
- Risk Management
Risk management is a branch of IT that manages potential threats that include a broad spectrum of issues. It might be inspecting and monitoring illegal operational software or ensuring that the hardware is equipped with cutting-edge antivirus software. This task is indeed tedious because, without proper monitoring of potential risks, it would be a hassle to track down every employee and verify their corresponding details.
- Providing Answers to Frequently Asked Questions (FAQs)
This job is simpler said than done, as it requires a huge knowledge base on the part of IT personnel to keep on answering even common questions on a regular basis. Possessing a powerful knowledge base simplifies this task which might include providing one-touch solutions to common issues and even preventing ticket submissions.
Here the IT teams can actually benefit with AI powered smart suggestions. They have the potential of leveraging the knowledge base, by recommending relevant articles that might be instrumental in answering FAQs. Whenever there is an issue and it is resolved, a simple how-to article can be created and included in the knowledge base which will be advantageous for employees who would face the same issue in the future.
- Auditing Technology Assets
Monitoring available technology assets in the form of hardware or software, locating them, assessing the need to make purchase decisions; all these are facilitated if a complete service desk solution with proper asset management exists.
As organizations experience growth in stature, keeping track of hardware or software assets becomes an arduous task. It becomes even more difficult if the organization is unsure about where it stands from the numbers point of view. The process is particularly difficult as it deploys a network scanner or a discovery agent which consolidates real-time asset data into a centralized hub.
- Report Generation
The name might suggest something extremely trivial, but actually, it is the other way round. Manually, handling reports and assigning them based on pre-defined criteria’s can be particularly challenging in itself.
But with existence of a powerful service desk solution, all this becomes effortless. It is used to automatically generate a wide variety of customizable reports based on the data provided. The reports can also be scheduled and sent automatically to the right stakeholders, as required.
- Planning a Work Schedule
Having complete and accurate data is must for the organization, in order to plan its work schedule properly. Possessing the perfect data would correctly predict the level of IT support required by the organization each day.
This can be essentially facilitated by analysing incident heat maps within the service desk to locate trends related to the chronological sequence of the ticket submissions over time. Data analytics also come into play tremendously as proper visualization is essential to spot when the service desk is receiving the maximum number of hits. The technical resources can thus be allocated accordingly. This creates a seamless work schedule.
Apart from the ones mentioned above, even tasks like Ticket Routing, Communicating and Carrying out other activities can be very troublesome if in case they have to be handled manually by any of your IT professionals.
In the past, backing a massive series of technologies and offering precise services was a significant barrier to business growth. The service desk task management required more efforts, time, and resources for handling a growing infrastructure.
IT techs had to spend more time on tasks that can be simplified now, and rather they can focus on bigger projects. Hence, today, routine tasks are increasingly made automated and eased with ITSM software, making it a better investment for organizations of all sizes. This is where ITIL Compliant Motadata ITSM Software comes to the rescue. The platform reduces the number of incoming tickets, helps in creating a centralized knowledge base, eases the complexity of managing multiple assets, enables technicians to deploy patches remotely and complies to audit requirements.