LANDESK® Service Desk Social Content Pack
Real-Time Chat and Social Collaboration
Social media tools are progressively becoming part of business processes and IT support—and the service
desk is no exception. It’s another step toward building better relationships with the customers of IT by
providing greater choice in how they communicate with support.
Using social media technology for support is destined to convert static, one-way communication into
dynamic conversations and collaborative opportunities. While this technology isn’t expected to replace
traditional communication methods in the short term, it does represent an additional support channel.
The LANDESK® Service Desk Social Content Pack offers service desks effective real-time chat and “how to”
guidance on creating support and social collaboration capabilities.
P R O B L E M S S O LV E D
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Improve end-user customer
satisfaction
Enhance customer intimacy,
strengthening the customer
relationship
Provide choice and familiarity for
end-user customers
Improve user productivity
Faster time to resolution
Lower IT support costs
Identify hidden issues
Correct misinformation
Unlock knowledge silos and retain
knowledge
Foster collaboration across IT silos
Improve IT operational effectiveness
Instant access to information for all
Faster Time to Resolution
Through the real-time, one-to-one, text-based
chat feature accessible from within LANDESK®
Service Desk, end-user customers can chat
with service desk support via LANDESK® Self
Service to obtain instant answers. Analysts
can respond to the chat from within LANDESK
Service Desk and gain more information
before opening an incident, improving
productivity. This is a process-driven social
action rather than a disconnected silo of
activity. Chats can be linked to incident
management so that once a chat ends, an
analyst can raise an incident from chat and
the chat is recorded against that incident.
This ensures full visibility into the incident’s
background that would otherwise be missed.
Collaborative Problem
Solving
The Social Content Pack discussion capability
enables social discussions on a many-to-many
basis. As with popular, best-of-breed “wall
based” social media tools, the responses
are seen by all in order to interact and share
best practices and workarounds. These
discussions can be searched and commented
on, and viewers can “Like,” Follow, and Tag
discussions. Service desk staff can also track
popular threads and take action if required
(for example, create a training document). In
addition, those problem solving discussions
that took place via email, phone, or in the
corridor and then were lost are now recorded
and can be used to extend and share that
knowledge.
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Improve Change
Management
Since LANDESK Service Desk uses role-based
permissions for viewer access, it’s easy to
provide various groups with different views of
discussions. For example, a Change Advisory
Board group can create a discussion about
a requested change prior to approving
the change without this being visible to all
employees. The Social Content Pack provides
a starting point. If service desk staff wish to
extend social activity beyond the Content
Pack, they can configure the system to capture
and attach the social discussion to the Change
record for auditing purposes.
Build Better Customer
Relationships
Customers of IT today expect the same highly
personalized communication experiences
on the job as in their personal lives. This is
particularly true for the latest generation
of end-user customers as well as the IT
workforce.
Without question, social channels provide
an alternative means of interacting with
the service desk that end-user customers
may already be familiar with. By posting
discussions about service desk performance
statistics, monitoring and managing the IT
service reputation online, handling negative
feedback, or just providing employees greater
visibility into service desk activity, this
alternative support channel provides another
way to demonstrate the value of the service
desk and also reduces the risk of “shadow IT”
social implementations.
LANDESK® Service Desk Social Content Pack
Gather Data and Gain Insights
The Social Content Pack enables the service desk team to set up
monitoring of ITSM discussion walls, which means they’re able to
uncover trends about usage, identify potential security risks and
training requirements, or identify points of dissatisfaction through
posted discussions—all of which can then be managed.
If social media is the preferred communication method of the
customers of IT, then it may be a more successful way of gaining
customer feedback about “live” services—those that are in planning or
opinions on service desk performance.
For more information, email us at [email protected] or speak with
a LANDESK product representative:
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In the U.S. call: 1.800.982.2130
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In Europe call: +44 (0) 1344 442100
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In APAC call: 1300 661 871
For specific country offices and contact information, visit
www.LANDESK.com.
Key Capability Guidance
CAPABILITY GUIDANCE
DETAIL
Service Desk Real-Time
Chat
One-to-one, text-based chat
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Improve incident resolution time
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End-user customers chat with service desk via LANDESK Self Service
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Reduce support costs for incident management
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Obtain instant information and answers
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Full visibility of incident background
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Process-driven social action
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Social Discussions
Peer-to-Peer Q&A
Support
Service Desk
Administration and
Design
BENEFIT
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Incident can be raised at end of chat, details of chat recorded against
incident
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Many-to-many social discussions
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“Wall-based” view
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Discussions are searchable
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Discussions can be:
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Commented on
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Like
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Follow
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Tag
Ask questions and receive answers between end-user peers
User design and code-less configuration in service desk application
Use core service desk functionality such as linking to other
processes, incident, and change, etc.
Create or modify user data, asset data, window layout, processes
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trademarks or trademarks of LANDESK Software, Inc. and its affiliates in the United States and/or other countries. Other
brands and names may be claimed as the property of others. LSI-1271 MK/BB/RP
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Resolve issues among IT staff and improve service desk
operations
Enable self-reliant, tech savvy end users to tap power IT users
Collaborate, interact, and share best practices and
workarounds
Crowd source answers to solve problems faster and generate
new ideas
Ideal for new end users who are unfamiliar with tools rather
than needing IT support
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Service Desk can monitor and step in as required
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Easy setup
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Seamless social ITSM as part of normal service management
operations
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Simplified administration without developer resources
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Adaptable to changing business needs
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Enable continual process improvement
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Leverage investment in LANDESK Service Desk