IT Operations always stands for big challenges when it comes to solving incidents. Bringing up IT services should be as quick as possible to minimize the adverse impact on business operations.

To do this IT Specialists are working together to fix IT problems as fast as possible. It’s clear that IT problems will be solved quicker when the experience and the knowledge level of the IT specialist increases. Besides, we also know that good experienced IT specialists are hard to find and mostly they are expensive employees.

Incident management is the process which is normally responsible for incident handling. The first step involves the IT Helpdesk which is the single central point of contact for all IT users. It logs and manages all incidents. The logging step would be the best starting point to fix incidents quick and satisfactory. This is also the place where IT Operations could save money in terms of lower the mean time to repair by a first line fix.

But how do we challenge the problem facing the rarity of experienced IT specialists who are usually expensive. Also they often do not like to work on an IT Helpdesk, solving boring daily IT problems.

It would be easier to find IT specialists with a basic knowledge of IT willing to staff the IT Helpdesk The only thing they need is a powerful supporting tool so they are managed to provide the same quality of service as the Senior IT specialists in order to solving IT problems quick and satisfactory.

“Smart Info Finder” Functionality

We need to make a remark upfront: We – unfortunately – cannot share the code for the Smart Info Finder functionality yet here in this article. This is still a work in progress and we are looking for your feedback and thoughts on this topic. So please excuse us for “not sharing” code yet, but do drop us an email to share your thoughts at .img[at].img.

For a Helpdesk IT Specialist is essential to be able to quickly lookup information which might be applicable for the incident that is being handled at that moment. Therefore we developed the “Smart Info Finder” tool. By pressing a button an showing the following information:
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