What is worth considering when choosing a system?
Trying to develop a legacy system is hard, as new tools come fast and the decision of what language and technology to use is the key for success or failure. Other option is to modify or develop individual specific needs in an existing software, this is also complex because if you don’t do it properly and it is only hardcoding and file modifications, then, a lot of limitations and headaches will come when you need to update the system.
It would be great to have just one system that includes ERP, CRM, ITSM, BI and more features and modules in only one software. Many have tried and so far, no success.
The IT world have learned that one system cannot have everything. For the moment, the best option is to have the solid features of your offer and have your system ready to integrate with others.
Talking about Service Desk and ITSM software is the same. There is always this crossroads. Should we include this or that feature? Should we focus on ITSM or Service Desk features only?
ITSM world is very big, it goes from having Bots to answer automatically the tickets, and to have many different channels of communication, automatic rules of assignment, workflows and processes, asset management, monitoring, asset discovery, remote access to help the end user, dashboards, reporting and many more.
Is the combination of Service Desk and Asset Management beneficial?
There are many options in the market with a lot of experience on each area and in some cases, it is better to integrate systems rather to develop a weak module trying to emulate another system to cover some needs.
Back to basics and simple things is always good. The ticketing systems are missing the importance of relating to the ticket the relevant asset to the request and the asset management systems are missing the benefits of having a ticket with all the classification and communication inside linked to the asset.
Service desk and asset management combined in one system is a great solution because there is not a single ticket that is not related to an asset, let me give you some examples:
- User reports an incident in his laptop
- Customer lost his credit card
- A colleague needs a new mobile
- Company car needs maintenance
- Server is scheduled to be upgraded
Just some examples that we have a ticket like: “Incident”, “Service Request”, “Maintenance” and “Change” and related to assets like: “Laptop”, “Credit Card”, “Mobile”, “Car” and “Server”.
What if we analyze these examples without an asset related? Let’s see:
- User reports an incident
- Customer lost something
- A colleague needs a new device
- Maintenance is needed
- Upgrade is scheduled
If we have tickets like these then we are missing a lot of information that our service desk needs. They will need to spend time asking, What? Where? Important questions to find where is the problem? What do you need?
The other way around is the same, can you imagine just having the assets but not the details of the incident or request?
As you can see, Service Desk and Asset Management is a good couple for Enterprises. It provides a lot of information from the start to agents and technicians so they will provide a solution in shorter time.
Once this base is solid then features or modules like Auto Discovery, Monitoring and others are the next steps to build a full suite for ITSM.
Mint Service Desk guarantees the asset management function at the highest level. Due to its flexible structure, the software enables the storage of any data categories and provides all the above-mentioned benefits.