Monitoring and Helpdesk tool integration – just… why?

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It’s been common for many years to establish a data link between monitoring tools that alert the technical teams of impending doom, and the helpdesk tools that first-line support use to handle the potential fallout. Just why is this important though?

 

Information generated by a monitoring tool (server and application availability, threshold breaches) is vital for the IT technicians tasked with both keeping services available and fixing issues.

The helpdesk uses a tool to record service incidents and the progress towards resolution. Traditionally, the information about such issues comes via the end-users (phone/e-mail).

When we look at these two data sources, there is a degree of synergy between them…

 

Rapid response – early awareness of service-affecting issues can help smooth the conversations with end-users and enhance the professional reputation of the entire IT department in the eyes of the customer. If service health information comes only from end-users, then by the time they are contacting the helpdesk to say service is degraded it’s too late for any proactive action to be taken by the wider IT team. However, if monitoring information is forwarded into the helpdesk platform at an early stage, then it is possible to:

  • Prime the front-line team for future incoming calls
  • Have information at hand to inform the end-users when they do call
  • Know when the issue has been resolved

 

Real Time information – By forwarding monitoring information into the helpdesk platform, helpdesk staff are not hearing about issues for the first time, cold and starved of information when the end-user gets in touch. If the information is received early enough, it may even stave off end-user calls altogether.

 

Collaboration – Otherwise siloed teams are brought together by information sharing. The same information relating to a service affecting event is used by support teams to effect recovery as is used by the Helpdesk team to handle customer concerns. As well as aiding the delivery of a professional overall service to end-users, such collaboration fosters team working and shared responsibility.

 

UK ServiceNav Product Development Manager; my priority is to be needful of the particular requirements of all ‘English-speaking’ markets where ServiceNav is sold. I have over 20 years experience of the IT monitoring field - covering a wide variety of products and technologies.

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