Improve IT Service Management: How IT inventory supports you working in a service desk
vScope • Explore how vScope's IT inventory streamlines the daily work of Service Desk professionals, supporting troubleshooting, license verification, documentation, and proactive incident management.
The Service Desk is the IT department’s primary interface with the business. It is to a Service Desk that the end-user turns when they have problems, questions, or technical concerns. For those working in a Service Desk, the challenges are many. In addition to routines, security aspects, and technical complexity, the department has a constant goal to be cost-effective by improving processes. At the same time, the fastest possible service and the best possible user experience are expected by the business. Let’s discuss how IT inventory can make everyday life easier and help companies work more efficiently with their ticket management and IT delivery.
What does one actually do in a Service Desk?
The daily work of a Service Desk, or “Support”, includes everything from solving users’ technical problems and providing support, to managing changes and ensuring smooth IT delivery. Its responsibilities include monitoring and managing tickets, user support, and ensuring a functional IT delivery. Here are some examples of tasks that a Service Desk performs:
- Troubleshooting for various devices such as mobile phones, laptops, monitors, and printers.
- Receiving and handling tickets when IT services are not working for the end-user.
- Answering common queries and technical questions from the end-user.
- Structuring help pages and guides to educate users.
Common daily challenges for someone working in a Service Desk
In their daily work, those working in a Service Desk encounter a number of challenges:
- Technical complexity: The increasing number of technologies and systems in the IT environment makes troubleshooting more complex and time-consuming.
- Security requirements: Maintaining security requirements and compliance according to the company’s and/or industry’s guidelines.
- Lack of documentation: Insufficient documentation can lead to increased troubleshooting time and more time having to ask other people for information.
- Communication & Collaboration: The challenge of effectively collaborating across first-line, second-line, and third-line support.
- Cost focus: Constant focus on optimizing workflows to find cost savings.
These are examples of challenges where IT inventory and vScope can provide you with the tools to make the work in a Service Desk easier!
How IT Inventory Helps You Working in a Service Desk
To eliminate unnecessary time thieves and simplify work within issue management, more companies are choosing IT inventory to collect and visualize information about the IT environment in one place. Below you will find four examples of how those working in a Service Desk use vScope and IT inventory to simplify daily life and collaboration within the organization.
1. Find Information About Patches and Updates
Freely search or explore tables and documentation to locate “KBs” (Windows patches and updates) installed on devices in your IT environment. This enables quick insight into the current status of devices and shows which other updates are installed.
💡 Remember… vScope keeps track of the relationship between users and devices, simplifying the understanding of which updates are installed on a user’s device.
2. Exploring License Allocation and Account Information
A common initial troubleshooting step is to verify if a user has the appropriate licenses to access the services they require. vScope simplifies this process, allowing for easy searches for an account or the construction of a table detailing which licenses are assigned to whom.
3. Service documentation for easier troubleshooting
By deepening the understanding of the context and how assets relate to IT services, vScope acts as a comprehensive encyclopedia of your organization’s services. This makes collaboration in troubleshooting much simpler.
4. Proactive Incident Management with Ready-Made Analyses
vScope helps companies identify configuration errors and anticipate potential problems before they occur.
Some common use cases include:
- User accounts that are expiring (especially before holidays).
- Certificates for critical services.
- Low toner or paper in printers.
- Misconfigured accounts.
- Outdated devices.
- License assignment issues.
Get started with vScope…
vScope is used daily by thousands of users to enhance their IT delivery. From compliance and security, to lifecycle management and cost control. The advantage of vScope is that it is a tool that brings the entire IT department together, and in some cases even business personnel, in one place.
Would you like to learn more about how vScope can support and improve your Service Desk? Contact us today to explore how vScope can be customized to meet your specific needs and challenges.
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