The term “visibility” calls to mind traditional asset management (being able to see where all your assets are at any given time), but it’s much more than that. It’s empowering, it’s educational, and it will ultimately make your business stronger. As we’ve shown over the past month, increasing visibility is only one step in the right direction. Like with any technology, you have to know just how to apply it to your use case and enterprise needs.
Traditional Service Desk: The Basics
Let’s start with the basics. A service desk that has optimized visibility will help you see how many tickets are in your pipeline, who is currently working on them, and their status. In addition, being able to see a ticket’s full history can help you begin to add context to the issue — and that’s beneficial not only to you, but to your clients, as well. With visibility into the service desk from the outside, your customers will be able to see what stage of resolution their ticket is in, which means no more extra tickets checking on the status of a submitted issue.