Tips to improve user experience on ITSM

Follow the three-click rule and don't ignore Facebook, says Applaud IT.

IT service management (ITSM) should be intuitive and easy for users to navigate, as well as simple and cost effective to configure enhance and upgrade, according to Applaud IT managed services practice manager Mark Richards.

If users aren’t happy, “your platform will not succeed,” Richards said at a BMC Remedy ITSM software event in Sydney. End users care about two things, he said: “How quickly you pick up the phone and how quickly you resolve [the] issue.”

Here are five tips Richards offered on how to optimise user experience:

  1. Logging customer problems should be quick.
    “If your service desk needs to take two minutes or longer to log a call, it’s too long,” says Richards. Simplifying the logging process by limiting the number of fields to be entered can reduce logging time to 20 seconds, he said.

  2. Follow the three-click rule.
    “If you need to click more than three times to get to where you need to go, it’s too much,” says Richards. Similarly, make sure users don’t have to answer questions for which you should already know the answers, he says. Don’t force customers to spend time filling out multiple forms to get support. “The user will remember” their experience, he said.

  3. Make it easy for support staff
    “Make it easy for the service desk to log information, says Richards. “They will be the biggest evangelists of your platform.”

  4. Get the taxonomy right.
    Without a common language, “everyone is going to be talking about the same thing in 15 different ways and your data is just going to skew as a result,” he said. The chosen taxonomy “may not be perfect, but whatever it is, stick with it.”

  5. Integrate social media
    Applaud IT plans to start “looking at Facebook to get good and bad feedback from our end users,” Richards said. “The lines are blurring” between the personal and the professional “and there’s nothing we can do about it.”

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1 Comment

Hazel Irwin


I think everyone will agree with Richards that optimising the user experience is the way forward.
However we at Alemba Group think there may be a 6th in that we also believe that the easier and more enjoyable an application is to use, the better it is and productivity will soar. We always base our thinking and development around the key principles of happiness, innovation, results and education. We strive to develop applications founded on these and are most proud of our vFire application which promotes strong user engagement via gamification, social integration and mobile and touch technologies. I mean, have you ever imagined an experience that allows your customers to ENJOY their interaction with the IT Department?
So why not strive to have the best of both worlds – Service Desk software that puts the fun into functionality…

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