Most SMBs say reputation of corporate IT is significantly impacted by service desk interactions
Dell KACE has said that its Dell KACE Systems Management Appliance offers an appliance-based approach to service desk that is fully integrated with its asset and configuration management features.
The company hopes the offering will help IT organisations to optimise their desktop management capabilities. It found through a survey that most small and midsized organisations (SMBs) did not consider Information Technology Infrastructure Library (ITIL) support as a factor during the purchase of their service desk tool.
The company said that the appliance offers advanced functionality to help automate repetitive management tasks. It also provides real-time incident management as end-user issues arise, claims the company. This integrated approach to processes and incident management reduces errors stemming from manual methods assuring high service levels and end-user satisfaction.
Dell KACE president and co-founder Rob Meinhardt said that latest research underscores what customers already said about the importance of the service desk to their overall business success.
Meinhardt said, "IT organisations of all sizes are continually graded on how well their ‘tech support’ optimises end-user performance and this research shows reputations are on the line here. The integrated service desk and desktop management capabilities of Dell KACE appliances offer both IT and end-users better performance and faster time to resolution, helping to save IT administrators’ time and their organisation’s money."
The new survey commissioned by Technology company Dell KACE found that a majority of small and midsized organisations (SMBs) did not consider Information Technology Infrastructure Library (ITIL) support as a factor during the purchase of their service desk tool, even though half of those surveyed said they have adopted ITIL in some form.
Service desk (also commonly referred to as help desk) tools are seen as the face of the IT organisation by employees and interactions and successes with a company’s service desk have become the primary manner that corporate IT is judged.
The new global survey of almost 850 IT professionals on service desk trends, the "Current Trends With Service Desk Tools: A Survey of IT Professionals", was conducted by Dimensional Research and commissioned by Dell KACE. It revealed 71% SMBs do not consider Information Technology Infrastructure Library ("ITIL") a factor during purchase of a service desk tool.
The survey found that most SMBs show strong preference for ease-of-use and integration with desktop management tools, and that about two-thirds of survey respondents report the reputation of corporate IT is dramatically impacted by service desk interactions and short-comings.
A majority of the respondents, 91%, indicated they have either not adopted ITIL at all or only use it as a guideline.
SMBs ranked Web-based interface as the highest ranked service desk feature and 71% respondents reported the reputation of corporate IT is significantly impacted by service desk interactions.
The study found that though 92% reported seeing a benefit in integrating service desk to desktop management tools, 87% said they have not completed this integration due to cost or technical factors.
Dimensional Research senior research analyst and the study’s author Diane Hagglund said the survey revealed IT departments believe they can achieve increased efficiencies by integrating their service desks with other processes to rapidly provide complete information about the endpoints they service.
Hagglund added, "Although most organisations see the value in integrating their service desk solutions with other systems, few SMBs have been able to implement this important integration."