Zendesk streamlines IT Service Management (ITSM) for your business, tailoring ITIL implementation seamlessly. By simplifying ITIL processes, Zendesk allows you to focus on what truly matters. With its flexible and analytics-driven platform, continuous improvement becomes effortlessly achievable.

The platform enhances team flexibility and collaboration, supporting a work-from-anywhere approach through mobile and web-friendly interfaces. Boasting over 150 apps and integrations, Zendesk adopts an API-first approach for secure external service access.

Efficiency and visibility soar as teams leverage Zendesk's capabilities. AI-driven self-service transforms customer support with instant answers, while automated workflows route inquiries skillfully. Service Level Agreements automate prioritization, and internal knowledge articles are readily accessible, fostering a proactive team.

This article covers the following topics: 

• Service request fulfillment
• Incident management
• Problem management
• Service catalogue
• Service level management (SLAs)
• Change management and evaluation
• Knowledge management

Zendesk offers versatile approaches for service request fulfillment. Firstly, within Zendesk Guide, service requests can be configured as offerings with categorized options. When selected by employees, these offerings automatically populate details in the submission form and generate a service request (SR) ticket, seamlessly routed to the fulfillment team. (Refer to the provided screenshot for a visual representation of a service request.)

Alternatively, Zendesk allows for straightforward drop-down options on the submission form for quick and easy selections.

Furthermore, we can incorporate Standard Operating Environment (SOE) bundled selections, such as a package containing a standard laptop, keyboard, phone, mouse, etc., streamlining the process for staff to effortlessly choose the items they need.

Zendesk Incident Management operates seamlessly, grouping like incidents together, and coupled with Zendesk skills-based routing, can automatically be assigned to the right people who can resolve the issue. Where several Incidents have been created related to the same service outage, an agent can manage, update, and respond to the users in bulk, increasing your engagement with staff and users and speeding up the time to resolve.

 

Problem management proves to be a robust tool in Zendesk, allowing for the identification, attachment, management, and simultaneous updates of multiple incidents through bulk actions. For extended outages or complex issues, customers can receive updates through knowledge articles. Following these articles will trigger notifications whenever updates are posted.

 

Accessible within Zendesk Guide, showcase your range of services by organizing them into articles within a designated service catalogue section. These articles can dynamically appear or disappear based on specific criteria. For instance, a member of the executive leadership team might see additional catalogue items compared to a contractor, offering tailored visibility and accessibility.

Accessible through Zendesk SLAs, starting from the Professional Plan and above. SLAs can be customized based on specific ticket or user conditions; for example, the executive leadership team might be assigned tighter resolution targets. This ensures that the appropriate SLA is consistently applied. Additionally, SLAs can align with the customer's timezone and adhere to business hours, public holidays, and other special schedules as required.

 

 

Efficiently managing changes in IT infrastructure is vital for minimizing impacts on your business and IT services. With Zendesk Change Management, you can capture and oversee various change types, identify risks, and seek approvals based on these inputs.

A Change form can be configured to encompass essential components like change plans, timelines, required resources, risk profiles, back-out plans, and more.

To streamline the execution of changes, templated tasks can be utilized, providing a well-managed and documented end-to-end solution. Integrated Sweethawk apps enhance this experience by adding approval, calendar, and checklist capabilities, ensuring a consistent, auditable process with minimal risk to the business.

Accessible via Zendesk Guide with support for Knowledge-Centered Service using the KCS app, this system facilitates automated content searches to swiftly assist staff in resolving customer issues. Agents can seamlessly provide answers if the content is available for end-users, encouraging self-service.

KCS offers IT Service Management staff a streamlined experience with in-portal answers, eliminating the need to "Swivel-chair" to other repositories. Even if knowledge and FAQs are stored elsewhere, Zendesk can now efficiently search and surface content from these repositories, presenting search results conveniently in one location.