Question 1

What is IT service management?

Accepted Answer

IT service management (ITSM) refers to the methods and practices that MSPs and other IT teams use to facilitate and support the delivery of services to customers. ITSM is a wide-reaching field and includes managing everything from workplace infrastructure and hardware to service desk software and business-critical web applications.
ITSM is founded on the principle that IT should be provided as a service to customers. Typically, end users have easy access to a portal that allows them to submit requests to their service providers. This ticketing model enables MSPs to track and document service requests, keep distinct workflows organized, and help ensure that issues are resolved in a timely manner.

Question 2

What features do service desk solutions provide?

Accepted Answer

IT help desk software with asset management tools, like MSP Manager, often include a number of key features and capabilities to help improve the efficiency of your operations.
For example, MSP Manager’s self-service portal enables end users to easily open tickets and support requests without the need to bombard your team with phone calls and messages. Additionally, the included email-to-ticket conversion system will automatically sort incoming emails from your customers into appropriate ticket pipelines. This keeps copying and pasting to a minimum for your team members while helping to ensure that your customers’ most critical issues are addressed quickly.

Question 3

Why are service desk software solutions important?

Accepted Answer

Strong ITSM practices backed up by service desk software are a foundational part of providing your customers with organized and efficient solutions. ITSM tools help establish and maintain consistent processes, which in turn empowers MSPs to meet their service level agreements.
Furthermore, ITSM software solutions like MSP Manager automate key parts of the service desk process—thereby eliminating the need for time-consuming, error-prone manual data entry and freeing up your team members to address higher-priority, value-adding tasks. Incorporating automation into service desk workflows can result in significant benefits for MSPs (and by extension, their customers), including faster resolution times, reduced operating expenses, and greater efficiency.

Question 4

What’s the difference between service desks and ITSM?

Accepted Answer

While end users tend to think of ITSM and service desk workflows as being one and the same, the two are different in some significant ways.
ITSM refers to holistic management of all processes related to workplace technology, including asset, change, incident, knowledge, problem management, and others.
IT support desk services are, on the other hand, generally limited to the physical or virtual location where end users access support from MSPs. Many of the management processes listed above fall outside the typical domain of basic service desk workflows, as service request management is one part of the broader scope of ITSM.

Question 5

How can I improve my service value?

Accepted Answer

For MSPs, maintaining high levels of service and efficiency is critical to supporting your customers and your business. To succeed, your approach needs to be multipronged. Focus on making sure your own operations are airtight and organized, from documentation management and onboarding processes to billing and ticketing. Support this with self-service portals and encourage your customers to use these solutions to resolve minor issues themselves so you can attend to their more pressing, high-value needs. Finally, embracing professional services automation (PSA) tools will provide you with the operational flexibility to continue providing high-quality managed services.
Find out more tips on our blog: 6 Tips That Will Make Managing Your MSP Company Easier

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