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Helpdesk Optimisation
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The Issue |
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For any sizeable organization, a
helpdesk is a critical component
in keeping computer users
productive and efficient in the
delivery of business services.
But with the average helpdesk
call lasting 17 minutes – and
nearly half of that time spent
understanding the relevant state
and configuration of the user's
PC – efficiency within the
service management function
itself can be a significant
challenge. |
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Even if your helpdesk is
compatible with the latest ITIL
guidelines and has an IT asset
database, the chances are that
it is still reliant on
manually-entered asset
information, or limited periodic
updates. And that means there’s
a strong likelihood your
helpdesk staff are working with
out of date information - which
is sometimes worse than no
information when it comes to
troubleshooting and service
level achievement. |
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The
Solution |
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Short of doubling the staffing,
and likewise the cost of running
the helpdesk, the fastest way to
realize significant speed and
efficiency gains is to make
current IT asset data instantly
available to operatives |
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Centennial Software can
seamlessly integrate with your
existing helpdesk application
with dynamic, comprehensive and
reliable information on all
hardware and software assets in
the organization, including full
details on components/versions,
usage analysis and physical
location. That means the next
time a user calls up for help,
your staff will have immediate
access to the vital asset data
necessary to triage and
remediate the issue. |
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Using this information, helpdesk
staff can reduce the average
call time by nearly 50%,
allowing them to both
concentrate on fixing the
problems at hand and answer more
calls without extra operatives.
For the end users, this means
less time hanging on the phone
and more time being productive. |
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What’s more, Centennial Software
can help you cut down on-site
engineer visits to PCs by as
much as 80%, thanks to the
ability to ensure that IT staff
understand the full
configuration of the machines
before they visit, which means
that any required parts can be
identified and ordered without
needed to open the box. |
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