The companies that build the service desk software today understand that most companies are looking for something that goes beyond the help desk: they want to create an IT department that guides the company strategically, not a reactive that simply maintains business afloat without contributing anything new. Applications such as Cherwell Service Management are increasingly interesting for companies that want to take advantage of:
- the ability to simplify and automate the provision of IT services
- ITIL process support: Cherwell has obtained PinkVERIFY certification for eleven IT infrastructure library processes
- An intuitive platform for ticket management and incident monitoring.
- A powerful catalog of IT services with reliable functionality, including customized portals for different levels of customers
- Integrated management of IT resources, which allows them to save money and limit risks by accurately planning and projecting the need for IT investments and resource recovery
While basic help desk software whose feature set primarily includes incident management and monitoring may be suitable for companies with smaller IT needs, organizations of many sizes can benefit from implementing service software. desktop that automates aspects of IT service delivery and facilitates IT resource management while managing incident management and traditional help desk processes.
The bottom line
IT departments are available in a variety of shapes and sizes, and while a small team focused on incident management and outage repair activities can be properly called a help desk, the name becomes less appropriate as the team works to expand its capabilities. and build systems that offer better services. Value for an organization.
In the end, what matters is not the name of an IT organization: it is the underlying processes and systems that make the difference to the organization.
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