Incidents, essentially issues users encounter with their daily work tools and technology, disrupt employee productivity and impact IT service operations, particularly when service desk technicians manage them inefficiently.
Examples include asset malfunction, network failure, or software incompatibilities, potentially escalating to problems affecting employees, business operations, and end-user experiences. With IT responsibilities growing and support teams burdened by recurring incidents, organizations need a sophisticated action plan, advanced incident management tools, decision structures, and protocols to streamline and automate incident resolution processes.
Managing IT Incidents
Effective incident management depends on accurate data analysis and rapid restoration of services. Incorporating an incident management service desk simplifies ticketing and automates IT incident management.
Incident management systems automate processes, escalating tickets for quick resolution. They are vital for maintaining IT functionality and security, enabling quick issue identification, diagnosis, and resolution across the infrastructure. A centralized system facilitates query resolution for end users and efficient issue management for support teams.
Below are five common incidents service desk employees face and how automation can expedite resolution.
The 5 Most Common Examples of Automated Incident Management
1. Teleconferencing Issues
Teleconferencing, a vital technology for collaboration, may face integration and plugin issues, consuming time, efficiency, and resources. A versatile ITSM solution can efficiently resolve these issues. Support teams can offer self-service solution articles through the employee service portal or a submission form for more complex issues, automatically capturing critical data like device and software usage. This data enables workflow and ticket routing automations. For instance, incidents related to Microsoft Teams video calls can be directed to a Microsoft application expert, reducing manual routing delays and eliminating back-and-forth communication by leveraging integrated IT asset management.
2. Application Performance Issues
Downtime and performance issues in applications are critical for business operations. Service desks integrated with IT monitoring tools save time by automatically generating incidents from performance issue alerts, enhancing visibility and collaboration within IT and allowing proactive resolution efforts.
3. Password Reset Issues
Password resets are a frequent issue due to complex password requirements. An automated password recovery process in the service desk streamlines this, sending automated instructions and a reset link upon ticket submission.
4. Email Service Issue
Email is crucial for organizational communication, and server outages can lead to significant losses. Network performance monitoring tools that send instant alerts enable service desks with advanced automation capabilities to quickly generate tickets to address outages.
5. System Crash
Factors like hardware conflict and software errors can cause system crashes. Service desks with remote control capabilities allow support teams to diagnose and recover systems in real time. Integrated asset data helps track problematic assets and inform decisions on asset management.
Improved Incident Management With Automated Service Desk Tool
Automation streamlines incident management, saving time and reducing disruptions. The right tools help track incidents and maintain a centralized asset inventory, enabling quick identification, monitoring, and resolution. Investing in a cloud-based solution like SolarWinds® Service Desk, with robust analytics, ITIL best practices, asset management, and SLA monitoring, is wise for efficient incident resolution and exploring advanced features through a free trial.
To learn more about automation and how they can help your teams can reduce response and resolution times, try a free demo of SolarWinds® Service Desk.