IT Service Management

Question: Discuss about the IT Service Management. Answer: Purpose of Vision Helpdesk The major purpose of vision helpdesk is to deal with the database of each client in a separate manner, being available in multiple time zones, countries as well as languages. This ITSM tool is also purposed for providing multi-channel customer support. Its major purpose lies in the fact that it can covert as well as track all incoming requests either from social media chat, telephone, email or the web overall (Visionhelpdesk 2017). The most important purpose of this product is to provide the utility of a batch of helpful modules such as catalog of products, catalog of services, contract management, supply management, finance management and CMDB. ITIL service lifecycle phase, process or function Figure 1: Screenshot of Vision Helpdesk operation Figure 2: Screenshot of Vision Helpdesk operation Figure 3: Screenshot of Vision Helpdesk operation With the help of the above shown screenshots, a related ITIL service lifecycle phase, function or process can be evaluated. From the attached screenshots, it can be understood that Vision Helpdesk is enriched by an ITSM or ITIL ready product for managing asset, incorporating disposal, maintenance and procurement (Cots and Casadess 2015). It is well elaborated and incorporates a batch of modules or ITIL life cycle phases such as catalog of products, catalog of services, contract management, supply management, finance management as well as CMDB. Figure 4: ITSM lifecycle (Source: Radnor et al. 2015) Core features of the tool Vision Helpdesk is a reliable solution for tracking issues, which can easily identify and recognize tasks and queries with the minimal effort of human beings involved. The major benefit of implementing this software on board is that it can improve the customer experience by providing accurate and quick answers even for the ongoing processes (Trusson, Doherty and Hislop 2014). As an outcome, the expenses can be decreased while the reputation would be increased. On the other hand, another benefit of this ITSM software tool is to track the lifecycle of the tickets as well as improve the task prioritization. Moreover, this tool is also capable enough of empowering the employees as well as boosting their productivity (Visionhelpdesk 2017). Therefore, it would automatically enhance the organizational productivity. Vision Helpdesk also provides an organized workflow through the escalation rules or SLA, notification system as well as macros. Apart from that, this ITSM tool also has the suppo rt for the multiple products as well as brands. Gartners Magic Quadrant for ITSM tools As per the Gartners Magic Quadrant, the Gartner rates generally generate upon two criteria such as capability to execute and completeness of vision. Therefore, the Vision Helpdesk can be assessed based on two major quadrants such as leaders as well as visionaries. This software lies in the vendor quadrant as it has the highest composite scores for the vision completeness as well as execution capability. On the other hand, this software also has the sales and marketing abilities, credibility as well as market share as it lies in the leader quadrant required for driving the new technology acceptance (Visionhelpdesk 2017). Apart from that, Vision Helpdesk also lies in the visionary quadrant as this tool is a complete innovative package of innovative ITSM services. This tool is capable of addressing financially as well as operationally essential end-user issues in a wider range. Thus, this product lies in this quadrant. References Cots, S. and Casadess, M., 2015. Exploring the service management standard ISO 20000.Total Quality Management Business Excellence,26(5-6), pp.515-533. Radnor, Z.J., Bateman, N., Esain, A., Kumar, M., Williams, S.J. and Upton, D.M. eds., 2015.Public Service Operations Management: A Research Handbook. Routledge. Trusson, C.R., Doherty, N.F. and Hislop, D., 2014. Knowledge sharing using IT service management tools: conflicting discourses and incompatible practices.Information Systems Journal,24(4), pp.347-371. Visionhelpdesk.com. (2017).Vision Helpdesk - Customer Service Help Desk Software. [online] Available at: https://www.visionhelpdesk.com/ [Accessed 14 Mar. 2017].