Most organizations provide their employees with a laptop to perform their work. This means that when a user has a problem with that computer, they submit a ticket to their IT department. A technician then resolves the ticket one step at a time, escalating the request as needed, until the problem is resolved. Generating requests may not seem alarming at first, but as organizations grow and technicians' mailboxes accumulate tickets, support requests can become a concern. It's easy to imagine how complicated it can be to handle those tickets without the automation provided by a help desk. Using a help desk solution can assist the IT services team in managing IT problems, changes, incidents and projects, as well as a broad set of asset management and automation needs. Desktop management solutions: managing assets and resolving vulnerabilities In addition to a help desk, most organizations also require a desktop management solution to complete other IT operations. For example, when vulnerabilities are not addressed in a timely manner, they can be the gateway for hackers to breach your business systems and access sensitive information. This can be avoided with proper patch management across heterogeneous platforms. Apart from this, software installation and troubleshooting on remote computers is also managed with the help of a desktop management solution. It is clear that IT services and operations play a key role in IT management, but only when they are truly integrated does overall efficiency increase. The following scenario sheds light on how this integration optimizes IT management.

The problem with IT silos

An employee submits a request for new software: 1. The user's request generates a ticket, which is sent to a help desk technician. 2. The help desk technician reads the ticket and understands the request. 3. The technician forwards the request to the appropriate person (in this case, the system administrator) for proper handling. 4. The system administrator installs the software for the user. 5. After successfully installing the software, the system administrator updates the ticket status and sends it back to the technician. 6. The help desk technician closes the ticket. Each step of this extensive workflow is carried out consecutively, as long as the help desk technician and the system administrator are available at all times. But if either of them is not fully available, the process of installing the software for the end user, as well as closing the ticket, will take longer.

IT services and operations: better together

Consider the same scenario in which an employee requests new software. However, in this case, the organization has integrated its help desk and desktop management tools: 1. a user request generates a ticket that is routed to a help desk technician 2. a user request generates a ticket that is routed to a help desk technician. 2. The help desk technician reads the ticket and understands the request. 3. The technician chooses the requested software from a list of available software packages and installs it on the user's computer. 4. Once the installation is complete, the technician closes the ticket. The technician can easily access a list of available software packages since the services are integrated with your IT operations. Here the workflow is optimized across the board, so it takes much less time to process the end user's request. There are many other scenarios where the need for remote troubleshooting, patching remote systems, managing mobile devices, etc., makes integration crucial. Integrating your help desk and desktop management solutions improves IT management efficiency, which is why most leading management solutions on the market offer some form of integration. Integrating your help desk and desktop management solutions will allow you to increase the efficiency of your IT operations and services. Source

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