Factors to Consider When Choosing A Free ITIL Ticketing System
With the increasing use of technology in businesses, so are the problems faced by less technical employees. To make sure that their challenges are solved quickly, businesses implement a free ITIL ticketing system.
Information Technology Infrastructure Library Definition
ITIL refers to IT Infrastructure Library. It is a standard set by the IT industry to run and manage IT services. It enables businesses to handle any IT issues within the business and that customers face.
When a business decides to make use of a free ITIL ticketing system, there are several factors that it needs to consider.
Ease Of Use
This is the most important feature that a business needs to consider in a free ITIL ticketing. An easy-to-use ticketing system ensures that the system that will be used to solve challenges doesn’t become a challenge itself.
An easy-to-use ITIL system ensures that there is little time required to train users on how to use it. Its features should be easy to understand and to use. As an internal system, an easy-to-use ITIL system ensures that the technical employees in the business solve the right problems and ensure workflow continuity easily.
Supports A Large Number Of Users
Depending on the size of your business, you need a system that supports a large number of people. Many free ITIL ticketing systems support a small number of users. A business that needs a large number of people to use the ticketing system will have to get a system that will allow all their people to use it.
If you have a few people in your organization, a free ITIL ticketing system that supports a small number of users is what you need.
You will find that if you want your system to support a large number of people, the free system will not be sufficient. You will have to upgrade to a for-pay system.
Customizations And Integrations
If you have an existing business system, choose a free ITIL ticketing system that will easily integrate with it. This ensures that your business continues smoothly even with the addition of the ITIL ticketing.
Also, the ticketing system you use should be easy to customize to your business. It should easily accept the specific tasks and challenges that you log into it. It should also be easily compatible with your existing work system.
Self-Service
When choosing a free ITIL ticketing system, make sure that it is a system that you can make a self-service portal. A self-service portal has lots of information offered to users. This information allows users to solve their problems by themselves. Technicians create the self-service portal to make their work easier and to help users solve their problems quickly and easily.
So, when choosing a free ITIL ticketing, make sure that you can easily create a self-service portal.
Functionality
In as much as you need an easy-to-use ticketing system, make sure to choose a system with the full functionality that you need in your business. The main functionality for a free ITIL ticketing system is a system that generates tickets manually, has easy-to-fill templates, keeps a record of past tickets, and can send an automatic response to users.
When choosing a free ITIL ticketing system, choose one with the functionality that you will need for your business. This will ensure ease of use and that you can settle on the right system much faster. You don’t have to spend a lot of time testing out systems to find one that will be suitable for your business.
Ease Of Analysis
A free ITIL ticketing system should ensure that you can easily analyze any information that passes through the system. First, the system should record all tickets raised in the business. It should then categorize the tickets based on the issues raised, the speed of solving them, and the person who solved the issues.
With these categorizations, businesses can easily get good data from their system. The insights received from the analysis guide the organization in the creation of the self-service portal for the users. The most frequent issues are explained in the self-service portal allowing people to solve their problems by themselves.
Conclusion
A free ITIL ticketing system is an important system for organizations. It can be used as a helpdesk internally for employees and externally for customers. It helps to lighten the load on technicians and customer support agents by the creation of a self-service page for users. It also helps to provide relevant information and monitor the work of the agents.