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Managing IT requests has never been easy, but the challenge grows greater every year as companies add new software, new devices and new business processes. A typical IT help desk is now expected to provide support for desktop and laptop computers, mobile devices, cloud-based software, online collaboration tools and information security solutions, just to name a few. Without thoughtful planning and the right tools, an IT department can quickly find itself overwhelmed by the constant influx of phone calls and online tickets. The strategies listed below represent today’s best practices for Managing IT RequestsIT request management and resolution, regardless of the size or industry of the company.
 

Have the Right Team in Place

IT success begins with having the right people behind the desk. Every organization should ensure that its IT department is adequately staffed, and that team members have access to the training and support they’ll need to do their jobs. When IT team members are confident in their abilities and have adequate time to complete their tasks, the positive effects will be felt across the entire organization.
 

Use the Right Tools

Even a team of IT superstars will struggle if they don’t have an advanced request management tool to help them track and prioritize their assignments. Clarizen’s ticket and case management solution for IT teams helps ensure that each ticket contains the information a team member will need in order to assess and resolve the issue. Clarizen also provides a wide range of tools to help team members collaborate on solutions and keep track of their assignments and priorities, and generates automatic notifications so that the requesting user is kept up to date on the status of his or her request.
 

Stick to the Process

To ensure that critical needs get addressed without slipping through the cracks, an IT help desk should insist that all requests are submitted using a formal process. While submitting help desk tickets was often a painful experience for users in the past, cloud-based solutions like Clarizen provide simple email- or HTML-based submission processes that make it easy for users to describe their problems and submit a formal request. Using a formal process also helps prioritize tickets and identify widespread issues that may need special attention.
 

Stay Centralized

Just as users should follow a formal process for submitting IT requests, IT team members should follow a formal process for assessing and resolving their assigned tickets. Successful IT departments strongly discourage employees from saving work on local devices or from exchanging important documents outside of the ticket management system. Clarizen’s cloud-based project management software and ticket management tools provide a centralized location for all requests and supporting documentation, so that even remote employees can complete their work without straying from department standards.
 
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Preview: Gartner Market Guide for Adaptive Project Management & Reporting

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In the Gartner Market Guide for Adaptive Project Management & Reporting guide, Gartner, Inc. provides recommendations and evaluation criteria for executives and PMO leaders assessing Project and Portfolio Management (PPM) solutions. This guide outlines the adaptive project management and reporting process flow as well as a market review of current providers in the following categories:

  • - Existing pure-play PPM providers
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  • - Technology Platform providers from other markets

The guide provides insight into how well a product or service fulfills certain functional capabilities – with a forward-looking market direction and analysis provided.

In the report, Gartner, Inc. mentions/states that “by 2024, 50% of all program and portfolio management (PPM) leaders will integrate complementary technologies to enable portfolio decision making and adaptive work management for digital business evolution.”

Clarizen offers a complete solution that connects work across the enterprise, turning ideas into strategies, plans, and action. With Clarizen, organizations can work the way they want to work and have real time visibility across all workstreams in their portfolio. This keeps teams focused on the things that matter, provides the real-time information needed to make more accurate and timely decisions, and delivers results faster to meet and even exceed company goals and customers’ expectations.

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