A service desk software is an essential ally for the productivity and autonomy of your departments. These tools allow you to find an immediate and quick solution to a technical problem or address a partial or complete interruption of the computer system.

Let’s consider a specific example:

Imagine a technical failure in your company’s web infrastructure. If not resolved, this issue could lead to the paralysis of an entire department. The solution might involve writing an email to report the problem, but this could lead to an endless thread of approval requests and inconvenient and inefficient exchanges.

There is a much more streamlined way to handle a request, or even avoid making one altogether, if you have the right information.

This is where self-service catalogs come in: they enable employees to resolve issues on their own without needing assistance.

Let’s explore how they work and the benefits they offer.

How do Self-Service Catalogs Work?

A recent study by Gartner revealed that a significant 40% of service desk requests can be successfully tackled through self-service mechanisms.

Enabled by dedicated service desk software, a self-service catalog plays a pivotal role in simplifying issue resolution within your company.

Imagine it as the central hub where your employees and IT service specialists meet. Inside this catalog, you’ll find a meticulously organized collection of all the IT services on offer, along with the diverse approaches to handle each unique technical challenge.

What are the Advantages of a Service Desk Software?

The advantages of integrating catalogs are diverse and impact both the IT department and other company employees.

From the IT team’s perspective, a service catalog would help to:

• Manage requests centrally, without the risk of scattering reports.

 

• Reduce the time needed to process each individual request, increasing productivity.

 

• Enhance performance through data collection.

From the employees’ perspective, the self-service catalog serves to:

• Simplify requests and improve collaboration with the IT team.

 

• Maintain high efficiency, as resolution requests are quick and straightforward.

 

• Provide a sort of “shopping cart” to facilitate access to necessary working services.

How to Create Your Catalog with Freshservice?

With Freshservice, you can create a customized self-service catalog based on your company’s needs. With the Self Desk self-service portal, you’ll be able to:

 

• Provide employees with a ticketing tool to independently open support tickets, expedite intervention and avoiding downtime.

 

• Allow employees to search for information about issues within FAQs, enabling resolution without IT team intervention.

 

• Reduce errors by making all potential areas of intervention available to employees.

In conclusion, if you want to boost your company’s productivity and effectively manage collaboration with your IT team, start by configuring your self-service catalog with Freshservice. 

Take the first step towards elevating your company’s productivity and revolutionizing your collaboration with the IT team. Seamlessly configure your personalized self-service catalog with Freshservice and embark on a journey to streamlined efficiency.

Ready to embark on this transformative path? Reach out to one of our experts today for a free consultation. Your journey to enhanced productivity begins here.