HelpDesk Operational Excellence
Efficient and high-quality support to end-users' IT problems, complaints and questions is critical to achieving corporate goals of any enterprise. With today's complex IT environment and business growth through mergers and acquisitions, HelpDesks often lose focus on their most important role - to improve customer satisfaction. This is the result of inconsistent/inefficient processes, ineffective tools and knowledge, and a systemic lack of guidance and best practices. To make matters worse, end-users are not typically empowered with self-service tools which could reduce load on the Helpdesk. BizLogix's HelpDesk Operational Excellence solutions increase the productivity of the Helpdesk, empower the end-users with self-service capabilities and enable IT managers to be more accountable to the Business.
Customer Challenges
Silo Helpdesks using inconsistent Incident Management processes lead to inaccurate classification of incidents, wrong prioritization and delayed escalation. It directly contributes to the eroding of IT's image with the Business. Moreover, low First Call Resolution and high call wait times add to customer woes.
Despite instituting Service Levels such as time-to-respond and time-to-repair, its development with out the Business Perspective can result in poor user perceptions of service and leave IT Managers in the dark.
Proactive procedures such as root cause analysis of Incidents are often ignored or poorly performed resulting in missed opportunities to avoid repeated disruptions in critical Business services.
BizLogix Results
Responsive and Knowledgeable Helpdesk
An optimized Incident and Problem Management process can bring about a dramatic increase in First Call Resolution, reduction in time-to-respond and time-to-resolve and reduction in cost of operation.
Well-defined crisis management and triage processes reduce downtime and boost customer satisfaction. Post-mortem of critical Incidents to catalog Known Errors and Resolutions lead to improved Helpdesk knowledgebase while meaningful and timely notification to stakeholders and escalation based on service levels enhances accuracy and productivity of the Helpdesk.
Effective Tools
The tools we develop or customize assure speed, scalability, and reliability with a particular focus on usability.
Empowered Customers
Online ticket submission and tracking empower end-users and reduces load on the Helpdesk.
Higher Accountability of IT Managers
IT Managers are able to track tickets assigned to their group members, manage workload, business impact risk and ascertain customer satisfaction rating.
IT Aligned with Business
Service Levels established from the end-users' perspective, together with a catalog of business services mapped to critical IT environments and applications, ensure that IT activities are aligned with business priorities. Confidence in IT can be established by tracking and publishing metrics related to customer satisfaction, cost and process efficiency.