Tactical Advice

3 Tips for Successful Help Desk Solutions

These pearls of wisdom will ensure your company's help desk gets the job done right.
3 Tips for Successful Help Desk Solutions

When deploying a new help desk system, heed the following advice:

1. Map Out Your Processes

Before going shopping, organizations should develop processes for incident, request, change and problem management and create a flow chart. “That way, you know what you want to do, who does what and how the workflow process works,” says Steve Villalpando, manager of IT governance and service delivery for the Virginia Farm Bureau Federation. “Once you have a defined, mapped out process, it’s repeatable by everyone, and you can choose a tool that supports it.”

2. Don’t Jump Too Quickly

Before moving forward with implementation, take the time to write down your expectations of a help desk tool and what you want to accomplish. “There are a lot of little things that need to be configured, and if you do one thing the wrong way early on, it could affect you further down the road,” says Bob Kay, IT network and operations manager for Vistex.

3. Take a Balanced Approach

Organizations need to invest just as heavily in their processes and people as they do technology. “If I’ve got dummies on my help desk, it doesn’t matter what tool I bring in, they’re still dumb,” says Jeffrey M. Brooks, research director at Gartner. “Too many organizations hyper-focus on the software as the integral component of the help desk, and it really isn’t. The technology is just a tool, not a cure-all.”

For more information on help desk solutions for your business, read our story "Finding the Right Help Desk Solution for Your Business."

Sign up for our e-newsletter

Security

Heartbleed: What Should Your... |
One of the biggest security vulnerabilities has almost every user and every industry...
Why Businesses Need a Next-G... |
Devices investigate patterns that could indicate malicious activity.
Review: HP TippingPoint S105... |
Next-generation firewall can easily replace a stand-alone intrusion prevention system....

Storage

The New Backup Utility Proce... |
Just getting used to the Windows 8 workflow? Prepare for a change.
How to Perform Traditional W... |
With previous versions going unused, Microsoft radically reimagined the backup utility in...
5 Easy Ways to Build a Bette... |
While large enterprises have the resources of an entire IT department behind them, these...

Infrastructure Optimization

Businesses Must Step Careful... |
Slow and steady wins the race as businesses migrate IT operations to service providers,...
Why Cloud Security Is More E... |
Cloud protection services enable companies to keep up with security threats while...
Ensure Uptime Is in Your Dat... |
Power and cooling solutions support disaster recovery and create cost savings and...

Networking

Securing the Internet of Thi... |
As excitement around the connected-device future grows, technology vendors seek ways to...
How to Maximize WAN Bandwidt... |
Understand six common problems that plague wide area networks — and how to address them.
Linksys Makes a Comeback in... |
The networking vendor introduced several new Smart Switch products at Interop this week.

Mobile & Wireless

Now that Office for iPad Is... |
After waiting awhile for Microsoft’s productivity suite to arrive, professionals who use...
Visualization Can Help Busin... |
Companies need to put their data in formats that make it consumable anytime, anywhere.
Linksys Makes a Comeback in... |
The networking vendor introduced several new Smart Switch products at Interop this week.

Hardware & Software

Review: HP TippingPoint S105... |
Next-generation firewall can easily replace a stand-alone intrusion prevention system....
New Challenges in Software M... |
IT trends such as cloud, virtualization and BYOD pose serious hurdles for software...
Visualization Can Help Busin... |
Companies need to put their data in formats that make it consumable anytime, anywhere.