4 Benefits of Integrating Service Desk with Endpoint Management System
Today’s article is very interesting because in this article we will share with you the amazing benefits of an end point security solution & Integrated service desk.
A service desk is the central point of an IT organization to render services, & the quality of Service desk services defines the perception of being an important & valuable part of the IT organization.
The ongoing transition of companies to adopt cloud infrastructure has forced IT associations to update their service desks, which has vendors adopting cloud capability & smart automation powered by Artificial Intelligence (AI).
This ongoing transition confirms that company processes do not run in silos, especially when rendering services overlaying many different departments.
Integrating a service desk with an end point security solution management system is the best step to breaking down siloed operations. The such integration service desk will drive KPIs that measure their user satisfaction, call volume, time to resolve a ticket, etc.
In this article, we analyze four benefits of integrating a service desk with an endpoint management system.
Also read: Network Traffic Monitoring: Why Network Admins Need Network Traffic Analyzer?
Increased Efficiency of Agents
An Integrated service desk automatically connects the data of a user with the devices they are using, which improves the efficiency of the technician analyzing an issue reported by the user.
An incoming ticket will have all the important information about the devices; for eg: an incident ticket about laptop-related booting problems will have the BIOS version mentioned in the ticket. With that useful information, a technician can easily check whether the BIOS is the old or the latest one.
This kind of visibility ends the necessity for all technicians to ask for data from the requester.
Another integration service desk with end point security solution benefit is that it might reduce the number of escalations needed since relevant data is available for level one technicians.
Better Endpoint Maintenance
In an integrated service desk, a software agent runs at the client machine continuously, monitoring all important parameters & generating alerts when something goes wrong or is missing. This integrated service desk allows technicians to track all changes & monitor required errors in their networks.
Resilient to downtimes organizations make by Proactive monitoring.
Since integrated service technicians can handle all problems before they can impact the organization.
Also read: All you need to know about Sophos Intercept X Advanced with XDR
Better Mapping of Symptoms with the Root Cause
Sometimes problems are not problems but are signs of a problem. When you run an integrated service desk in a siloed way, signs may look like problems since there is a lack of knowledgeable information.
At a service desk, technicians can easily identify symptoms & problems with proper root cause analysis. For eg: a ticket about a user not being able to link to their Wi-Fi may look clear, but the real problem may be the user’s laptop MAC address might not be present in the router device. By fetching the MAC Address technician can easily check, under the all related device section, add it to the router, & telling the user to again restart the Wi-Fi adaptor.
Better Remote Support for End Users
In an integrated desk, a remote user facing problems with his/her devices can generate a ticket, & the technician can quickly understand the format of the whole system. The technician has two options. The first option is to remotely access the device & even initiate patch & software updates to resolve the problems.
The capability to remotely handle any problems boosts the all-over protection of an organization’s IT infrastructure. This instills confidence in the minds of all IT leaders to continuously reap the benefits of remote work.
Also read: How to protect your data from cyber attacks?
Achieve Efficient Service Management with Motadata ServiceOps
Motadata ServiceOps is a perfect solution that integrates the power of ITIL-aligned IT service management with an automated end point security solution to deliver the best user experience & better business value.
Our end point security solution is developed for efficiency that drives down cost, & the maintenance of compliance utilizing its built-in SLA management feature.
You can derive all the above-mentioned benefits from our integrated service desk solution that has a self-service portal, codeless workflows, knowledge base, & CI database to store all important information.
We at Green Edge computers are one of the only trusted partners of Motadata. For more information feel free to contact us!
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