The challenge of customer support

Customer support, both for internal and external customers, often presents businesses with a number of challenges. With a long history, support e-mail addresses are still in use as they are often the quickest and simplest way to offer support. Support phone lines are also often used in addition to support e-mail addresses. Behind the scenes for both mail and phone lines there is a distribution system that redirects service requests to a member of staff or a member of staff 'assigns' themselves the task of dealing with a particular inquiry. Challenges often arise trying to keep track of these service requests and having an overview of what is going on, as customers often contact 'known' members of staff directly, hoping that this will result in their issue being dealt with more rapidly. It can even happen that with many service requests coming in at the same time, that some maybe be overlooked altogether and some may be processed twice.

What is needed is a single tool that can successfully deal with these challenges. It is often the case with most tools available, that they lack user-friendliness and don't offer the customer the ability to check up on their own tickets. On top of that, communication with the customer is then carried out via e-mail, parallel to the tool in which the service requests are being dealt with. Service management, however, has undergone extreme changes over the last few years. Being now used to Whatsapp and Facebook, many customers want a simple web-portal where they can make their service requests. You will need a solution that satisfies these increased user requirements. 

The following is a list of the most common challenges that are all covered by our solution.

Challenge Examples
Clear Overview
  • Customer service requests are lost and not processed
  • Customer service requests are processed twice
  • No overview of past customer service requests
Service Level Agrements (SLAs)
  • Service requests are not processed within the SLAs agreed upon with the customer
  • Service requests are assigned the incorrect priorities, making it impossible to keep to the SLAs agreed upon

Reporting

  • You cannot see how quickly customer service requests are being processed
  • It is difficult to evaluate how many service requests any particular customer sends and how many your staff can process
Standard Requests
  • Each customer sends different information for each request. You often have to contact them for more detailed/specific information
Self-Service
  • Each request has to be processed manually. Requests cannot be generated and processed automatically – for example, to reset passwords or create certificates etc
Customer Portal
  • Customers are only informed about changes, for example new comments, by e-mail. They cannot see their active tickets and if necessary withdraw them

Time Tracking

  • It is difficult to write invoices for the time taken to deal with a service request if you don't have time tracking on your requests
Lessons Learned / Knowledge Database
  • Each and every service request has to be processed from the very beginning. Your service staff and also the customers have no access to existing documentation or instructions

Understand the difference between Help Desk, Service Desk and ITSM (IT Service Management)

Many companies use the terms “Help Desk” and “Service Desk” only for the IT support within the company. The main difference between a “Help Desk” and a “Service Desk” is in the areas of responsibility and the requirements made of them. The “Help Desk” is usually used for acute disruptions or problem solutions, while the “Service Desk” also provides additional services, such as the provision of IT infrastructure for employees. Sometimes there are differences not only in the historical task definition - in some cases, separate tools are also used to contact these service providers.

ITSM, on the other hand, is a further development towards customer, user and service excellence in one comprehensive service. Its focus is on securing and maintaining the IT service aspects of the business services that are important for customers.

The solution: Jira Service Desk in accordance with ITSM standards

venITure has a complete service desk solution for all the challenges listed: Jira Service Desk from Atlassian. venITure offers you a best-practice solution for various service desk usage scenarios, for example IT service desks in accordance with ITIL, HR Service desks for on-boarding and leave requests, facility management, vehicle-fleet services, appointment requests and  many more. We give you the opportunity to share in our extensive experience. Building on the best-practice basis, together we tailor your service desk to your individual needs.  

Faster inquiries using a unified service portal

Our Service Desk solution for a well-founded ITSM allows you not only to integrate your IT support into a service portal, but also to combine it with general office services or general service requests. We show you how to quickly and easily connect all internal service providers (HR,IT,Sales, etc.) to the service portal in order to generate the best possible output. Manage and bundle the 4 most important IT processes in one portal:

  • Service-Requests – Inquiries from users for services or purchases
  • Incident Management – Unexpected error messages or user problems, e.g. with IT devices or IT services, such as the availability of web services or servers
  • Problem Management – Typical, repetitive, partially complex incidents that are not resolved with simple bug fixes or workarounds
  • Change management on the IT system – coordination of scheduled updates / upgrades

The benefits and added value for your customers and employees are clearly visible. No time is wasted on waiting in the queue of a hotline or finding the right contact person’s e-mail address. Access via a homogenized service desk portal, which complies with ITSM standards, enables the request to be forwarded quickly and effectively to the correct and qualified employees from your service department via an intelligent ticketing system and forces a prompt solution to the problem. By linking to a knowledge database you take the next step towards a self-service desk. With each new inquiry, the system presents the customer with the most suitable help article in order to prevent unnecessary service requests.

Automated procurement and compliance with service level agreements

Ensure that your service team adheres to the times agreed upon with your customers within the framework of service level agreements. With automated ticket prioritization, you ensure that customers with higher service levels automatically gain a higher ranking in queue processing. In contrast to an e-mail based ticket system, there is no risk that a request will be lost or prioritized incorrectly. The shared processing location in a unified service portal allows your employees from different departments to work together in real time. The service ticket becomes a miniature project and the departments and teams involved can process the reported problem as part of a network, as quickly as possible, with individual workflows and work schedules, depending on the SLAs.

Transparent procedures, instead of uncertain waiting

An innovative IT service management system exploits the possibilities of transparency in service order processing. This starts with the creation of a simple, customer-friendly request form in the service portal. You can interact with your service customers by making the current status of the processing of their request automatically visible to all involved. Queries arising among your employees will be answered via the standardized portal. You avoid customer frustration, because even for more complex tasks with more than one member of staff or department responsible, the service customer is being served in one place.

Reporting and internal billing

Jira Service Desk offers you a simple reporting method in line with your requirements. See in real time which service request has been dealt with or not within the terms of the SLA. Your members of staff can easily measure time spent per ticket which can later be billed to other departments or end customers. 

Self-service portal

The self-service portal not only helps you get the information you actually need for each service request, you can also enable the automatic processing of requests, making manual intervention no longer necessary.

Get certified and demonstrate the quality of your ITSM

ISO/IEC 20000 clearly defines the certification requirements for the introduction and operation of an IT service management system. We help you with the software side of things when it comes to the implementation and launch of a service portal as well as your obligations and process requirements.

In contrast to ITIL certification for individuals, ISO/IEC 20000 certification demonstrates the IT service quality of your entire company.

Affordable and effective: arrange an appointment today for a consultation today!

Efficiency, cost-effectiveness and reliability. We offer  Full-Service-Consultings on how to meet these requirements in the IT service management of your company. We are pleased to announce that you can work with this service desk. Contact us today and we will show you how to implement your processes and support services within the framework of these requirements consistently and simply with Jira Service Desk.

Together with you, we define which service and support services are handled by which workflow. A preselection of the best apps for a perfect service desk tailored your exact requirements. Also, how to connect a working knowledge management (Confluence) with Service Desk to provide your customers and employees with a self-service desk and establish a harmonious, unified system.  in order to make the use of the portal more appealing and user-friendly.


The advantages of implementing ITSM (IT Service Management) using our Jira Service Desk solution

  • You get an intuitive and clear portal for both sides (inquirers/service staff)
  • You bring together different worlds of users/customers and ranges of experience on one platform
  • Improve the performance of your service department with automated ticket allocation and ticket management
  • Maintain agreed SLAs with your customers by automatically prioritizing tickets
  • Provide self-help to your users and customers by setting up a self-service desk based on an extensive knowledge database and knowledge documentation via a link to Confluence
  • No time-consuming research for the best way to implement your requirements in Jira Service Desk
  • Best practice + individual customization => quicker, more cost-effective success

venITure as your full-service provider accompanies you from the initial idea to the successful implementation of these goals:

  • Status analysis of your current status
    • Registration of your team and work organization
    • Analysis of your current workflow
    • Identification of optimization potential
  • Creation of a common road map for the introduction of an ITSM
  • Functional requirements analysis
  • Process design
    • Assessment of requirements your instance of Jira Service Desk would need to fulfill your service processes
    • Selection and specification of the Atlassian Tool Jira Service Desk, in combination with Atlassian apps or their individualized creation
  • Implementation of your requirements on a test system
    • Migration of data from previous system (if available)
    • Connection to the existing user directory (e.g. SSO, AD) or interfaces to external systems
    • Adaptation of standard Atlassian tools & implementation of the required apps
    • Optional Mobile-App implementation
  • Implementation of the test system into your active system
  • Follow-up support after individual SLA agreement
Get in touch

If you'd like to find out more about what we do, don't hesitate to contact us.