The modern IT Department is much more than just the “break/fix go-to group” these days. As budgets get tighter, many companies need to do more with less and the IT department is where they are focused. Projects that may have been outsourced to third party vendors are becoming the responsibility of internal personnel. As much as this is good for the bottom line it puts more pressure on the already overtaxed IT staff. Not only do they need to gain a new set of skills – they need to track their activity differently, and this is posing a new set of problems.
With the standard break/fix support process:
- an issue is reported to the help desk
- a ticket id logged and assigned
- it gets completed as quickly as possible
- the ticket is closed and maybe the end user is told
This is fairly straight forward, but when it comes to project management, you are dealing with an entirely more complex process – which means that much more is being expected from the IT staff.
As we move into the world of managing projects, the activities and the processes become more complex. Projects will be defined and agreed to up front and may involve multiple touch points over their lifespan. There may need to be steady communication back and forth between the team(s) working on the project and the end user(s). There may be due dates, multiple tasks assigned to different people, you will need encapsulated reporting on this project alone and you may even need to track your time so the organization can crunch the numbers and calculate the financial benefit provided by bringing this project in house.
So how do you easily add this capability to your current help desk? How do you take responsibility for these new tracking and communication responsibilities without relying on too many manual procedures?
Do you purchase a project management tool to use alongside your existing helpdesk software? Do you try to rig your current application to handle your expanded needs?
If your help desk software is Revelation Helpdesk – then you do none of this because you already have the tools you need at your fingertips.
When you start using Revelation Helpdesk to track your support issues one of the first steps is to define the rules and processes for the support you provide. You may set up some custom priority levels, create email alerting rules, activate the email to ticket parser, and define your service levels. You may even create some custom fields and even put together a follow up survey for closed tickets so you can track how satisfied your end users are. This all seems like standard procedure with a help desk application – but in Revelation – all of these settings or rules are contained inside what we call a support project.
In Revelation, you can set up multiple projects per customer (or group of end users). Each project can have its own set of business rules that define who tickets get assigned to, who gets notified, what custom pieces of information do you need, escalation paths for at risk & late tickets, custom priorities, and even custom billable rates for each of your staff (helpful if you are either selling this project or calculating its value).
Expanding into more complex project management is easy with Revelation Helpdesk – but don’t take our word for it – sign up for a free personalized online walkthrough today and see for yourself.