Unique Original Articles » Help Desk Element In IT

One of the main elements in IT support (with the key element being customer happiness, but that is for another discussion) is the asset itself. Before the days of cool inventory tracking software, proven service management frameworks like ITIL, or automatic hardware failure warnings, technicians would be simple break fix guys like plumbers or electricians. When something went out or started acting funny they would have to open it up and investigate. It was a very reactive break/fix approach to IT support and ultimately was proven to be a very expensive way in managing networks. Luckily for IT folks, business folks saw a need and began filling this need with solutions. IT infrastructure reliability is as important to a modern day business as a profitable sales force or a skilled management team. Now knowing where your hardware is located, what each piece contains, and what is the service history and profile information are just entry into today’s game. Organizations now need to understand what does this asset mean to our business. What does it’s function mean to our overall organization’s business objective. How does this asset affect the behavior and performance of other assets related to its work function. They need to be able to answer the question ‘What happens if I make a change to this asset? What will be the outcome to my customers and the overall business’s objectives?’. To help answer these questions a relationship repository is quickly gaining adoption in the form of what is called the CMDB (Configuration Management Database).

The CMDB is a concept developed from the framework called ITIL (Information Technology Infrastructure Library) which contains details about the important attributes and relationships from one asset to the other. It documents the technical components of the assets, who has ownership of the asset and what is it’s relationship with other assets it affects. The foundation of having this information is to be able to easily reference during the change management process. Meaning any time an IT staff wants to make a change to an asset they will have visibility into it’s true effect on the company.

A good asset management system can help root out redundant systems, unused\overused software licenses, and unnecessary overhead expenses. The more consistent and automated your organization can become in managing it’s IT infrastructure the quicker you can get away from fighting fires and start meeting your organization’s objectives. Learn more about our web based helpdesk and asset management solution by going to our web site at www.bigwebapps.com
BigWebApps HelpDesk solution provides helpdesk solutions
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