SIX Boosted Efficiency and Compliance in One Move
Discover how SIX streamlined call management and compliance recording, resulting in greater efficiency, flexibility, and long-term compliance.
Common IT support pain points
The IT sector faces unique challenges in balancing technical demands with the human element of customer service. Outdated systems and inefficient workflows can hinder productivity and impact employee satisfaction.
01
Overwhelmed support teams
During peak times, IT support agents can become overwhelmed with a high volume of requests, which leads to longer wait times and frustrated employees. Issues can range from quick fixes to more complex problems with hardware, security, or connectivity.
02
Inefficient ticketing and routing
Without a modern service platform, IT tickets and tasks are difficult to track and manage. This can result in delayed responses, missed requests, and an overall lack of visibility into team performance. The absence of intelligent routing means that tickets may not always go to the most qualified agent, causing transfers and longer resolution times.
03
Poor communication and lack of context
When employees contact IT, they may have to repeat their issue to multiple agents. In some cases, a single problem can require multiple follow-up actions and communication with different departments, leading to a high risk of human error.
04
Disparate systems and tools
Legacy ITSM focused on control rather than agility, often relying on multiple, disconnected systems. Juggling these different platforms can create fragmented workflows and reduce agent efficiency, as they are forced to switch between applications to find information and resolve issues. This reactive, IT-centric approach is no longer sufficient for modern enterprises.
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How to improve your IT Service Management
Luware Nimbus helps IT professionals streamline support operations and enhance the employee experience. By centralizing communication and automating workflows, IT teams can resolve issues faster and more efficiently.
Intelligent ticket handling
Identify and capture issues from multiple channels to provide support across various platforms. With powerful no-code automation, tickets can be automatically allocated to an IT professional based on priority and an AI-based algorithm, which reduces response and resolution times.
Integrated and automated ticketing
Automate the creation and management of IT tickets by integrating your helpdesk with your existing ticketing system or CRM. When a call is received, a ticket can be automatically created or updated, ensuring that all interactions are logged and tracked without manual effort.
Proactive problem-solving with chatbots and AI
Automate responses to common, repetitive issues like password resets or account lockouts using chatbots and AI. This frees up IT professionals to focus on more complex, high-value tasks and provides employees with 24/7 support.
Centralized communication
Consolidate all communication channels—including voice, video, and chat—into a single, intuitive platform within Microsoft Teams. This allows IT professionals to manage all support requests from one place, improving efficiency and ensuring seamless communication.
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Data & Analytics for IT
To stay ahead in the IT sector, it's crucial to understand key performance indicators and continuously optimize operations. By using data-driven insights, organizations can make informed decisions that improve efficiency and employee satisfaction.
Answering your top questions about ITSM with Luware
What is the difference between ITSM and ITIL?
ITSM, or IT service management, is the broad practice of managing and delivering IT services to meet business needs. ITIL, or information technology infrastructure library, is a specific and widely used framework of best practices for ITSM. Our product, Luware Nimbus, is a cloud-native solution that complements Microsoft Teams to provide a flexible and scalable framework for your ITSM needs.
How does Luware Nimbus improve IT service delivery?
Luware Nimbus streamlines IT service delivery by centralizing communication and tasks within a single, familiar platform—Microsoft Teams. It offers powerful features for incident management and service request fulfillment by using intelligent task and call routing to automatically distribute tickets to the right IT professional. This eliminates fragmented workflows and reduces manual effort, leading to more efficient service delivery.
What is the role of a service desk in ITSM?
The service desk is the central point of contact for users and a foundational element of ITSM. It handles all incidents, service requests, and questions. Luware Nimbus transforms the traditional help desk into a strategic hub for all IT interactions. Its intelligent features like skill-based ticket routing and AI-powered virtual assistants ensure that users are connected with the right support immediately, improving resolution times and user satisfaction.
How can a Luware solution help me reduce costs?
By standardizing processes, automating repetitive tasks, and enabling self-service, a Luware solution significantly improves efficiency and reduces operational costs. Luware Nimbus helps you save money by lowering ticket volumes and optimizing resource allocation. Its advanced reporting features provide deep insights into call volume and agent performance, allowing you to identify and eliminate inefficiencies.
How does Luware Nimbus help with business alignment?
Luware Nimbus strengthens business alignment by centralizing your IT help desk within Microsoft Teams, allowing IT to directly support business objectives within the platform where employees already work. The drag-and-drop workflow editor enables you to quickly create customized call and ticket flows, ensuring IT services are agile and responsive to changing business needs.
What are the key features to look for in an ITSM tool?
A great ITSM tool should have core features like incident and change management, as well as more advanced capabilities. Luware Nimbus offers a comprehensive set of features, including a robust drag-and-drop workflow editor, a powerful self-service portal, and integrations with third-party CRM and ticketing applications to create a unified IT ecosystem.
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Alexander Grafetsberger
CBO Luware Recording
