Select Page

Help Desk Software at the Helm: Trends for 2023

The help desk software solution trends for 2023
The features that are going to shape help desk software solutions in 2023

Cloud-based ITSM Spending: A rundown for 2022

 Cloud-based ITSM Spending

IT lives in the cloud today. Naturally, most IT service management (ITSM) support models today are also cloud-centric. The competitive playing field out there requires smart cloud ITSM spending in 2022. And if you choose IT support as a service, it may be worth working with a Zendesk consultancy partner. Zendesk is one of the world’s leading providers of ITSM solutions. From compliance (like ITIL-based service management) to customization, read on to learn why the year belongs to premium cloud ITSM service delivery.

Cloud ITSM spending in 2022: top 5 areas to consider

  1.   Cloud computing
  2.   IT automation
  3.   Hybrid cloud
  4.   Cloud migration
  5.   ITIL compliance

Why should you invest in cloud ITSM solutions in 2022?

Cloud-based ITSM solutions are one of the best effort-saving inventions of the tech ecosystem. By providing a safe space for your colossal data, a cloud ITSM service delivery plan economizes your IT infrastructure costs. This saves you time to focus on core business strategies. So, invest in cloud IT support as a service in 2022. Turbo-charge your digital transformation, and continue to succeed in the tech ecosystem.

Read these 3 key reasons why ITSM is essential for your business.

The cloud-based ITSM market is projected to grow at a CAGR of 12.38% over the next 4 years. Some 68% of enterprises believe that cloud-based ITSM will continue to be a big push for growth for at least the next 3 years.

Cloud migration of legacy applications will be another ITSM strategy trending in 2022. This ITSM solution not only streamlines IT operations but also effectively addresses security gaps. Especially in today’s COVID-19 world, effectively managing remote teams/hybrid work models requires comprehensive IT support. More and more CIOs around the world are turning to IT support as a service and ITIL-based service management to fill these gaps.

Most tech-centric businesses across the world, irrespective of size, will invest in cloud migration and cloud computing in 2022. Turn to a solid ITSM service delivery partner to ensure your budgeting and spending go hand-in-hand.

Geographic growth rate of cloud ITSM (Information Technology Service Management) market (2020-25)
Geographic growth rate of cloud ITSM (Information Technology Service Management) market (2020-25)

What are cloud ITSM services?

Cloud Information Technology Service Management (ITSM) services refer to the integration of an ITSM platform with your business. The goal is to manage your IT network & operations in a better way and deliver services for greater end-user satisfaction. Implementation and maintenance of an ITSM platform like Zendesk is a classic example of such services. A Zendesk partner is the first stepping stone.

Customer experience is increasingly impacting revenue. Plugging in CRM for end-to-end delivery of IT services is a major trend among businesses today. Read these 5 reasons why your business needs a CRM software.

Who is a cloud ITSM service provider?

As the name suggests, a cloud ITSM service provider is a business vendor who seamlessly brings your business together with a state-of-the-art ITSM platform. From assessing your existing IT infrastructure to implementing the cloud platform and customizing it as needed, these are solution partners for all your cloud IT needs.

What areas should you look out for in cloud ITSM spending in 2022?

According to Gartner, global cloud services spending is expected to exceed $482 billion in 2022. This is a significant increase from $313 billion in 2020.

Choose a cloud ITSM service delivery partner that can read and interpret the trends. The following areas will be good places for you to invest in 2022:

1.   Cloud computing

A cloud service infrastructure lets your enterprise technologies work more efficiently. In 2022, cloud computing infrastructure will make its presence felt in all areas of enterprise operations.  This will range from autonomous IoT (Internet of Things) to entertainment streaming, robust 5Gs, and cloud gaming. Cloud-based AR/VR (augmented and virtual reality) will also emerge on the scene.

Spiceworks Ziff Davis’ 2022 State of IT report, about 44% enterprises foresee 5G technology as a major IT capability in 2022. 54% of companies surveyed believe IoT will be a major budget driver.

2.   IT automation

IT automation is an area that will also climb the budget ladder this year. Companies will invest in cloud automation tools to smoothly complete tasks with minimal manual intervention. This is especially true in the context of the pandemic, where team operations are remote and mostly public web-based.

This finding is also supported by Spiceworks Ziff Davis’ 2022 State of IT report. 70% of IT organizations prioritized IT automation in 2020. The percentage however dropped to just 61% in 2021, but is now back up at 71% for 2022.

3.  Hybrid cloud

Modern IT businesses will invest in hybrid cloud solutions in 2022. This is a combination of an easily accessible, PAYG public cloud and a more mission-critical and secure private cloud that is exclusive to an organization. According to Forbes, hybrid cloud is also growing in demand due to rapid advancement of cloud computing. Companies are increasingly finding themselves amid multi-cloud environments from different suppliers. A hybrid cloud helps streamline the overall operation.

4.  Cloud migration

The efficiency of cloud infrastructure is leading more and more companies to migrate their IT assets to the cloud. This will also drive up the overall spending on IT infrastructure. As per SC media, 48% of businesses (surveyed) will migrate their IT applications to the cloud in 2022.

One of the main obstacles that companies face is in regard to the technicalities involved in a seamless migration. Working with an ITSM solution partner can help.

5.   ITIL compliance

The ITIL framework will continue to be critical to compliance and success at IT. A complete ITSM solution that conforms to ITIL-based service management allows you to focus on the IT strategy and get things done, rather than worrying about compliance.

Find your ITSM zen with a Zendesk partner

Zendesk is the world’s leading customer service software. Its ITSM offerings are among the most agile and top-end capabilities in today’s IT climate. Cloud ITSM solutions represent greater reliability, flexibility, scalability, and productivity, and in short, all that is Zendesk.

Watch a short video about the Zendesk service solution.

Who is a Zendesk partner?

A Zendesk partner is a third-party vendor that is officially recognized by Zendesk to implement its enterprise platform services in other organizations. Service providers, business process outsourcers, systems integrators, distributors, technology partners, ISVs, and value-added resellers can be Zendesk partners.

A Zendesk partner that has its accreditations in place is a catalyst for growth. For instance, look for compliance in the form of ITIL-based service management in your Zendesk partner.

Estuate is a Zendesk Master Partner in offering cloud ITSM capabilities

Estuate is Zendesk’s master implementer and solution provider. We offer industry-leading, simple, reliable, and cost-effective intelligent ITSM solutions for your modern business. Our comprehensive suite of ITSM services helps you redesign your processes to increase productivity, execute efficient service management operations, and gain data visibility. We distinguish ourselves through our:

  • ITIL-based service management & compliance
  • Configuration Management Database (CMDB)
  • Cross-domain and cross-industry expertise
  • Cost-efficiency and cost-effectiveness
  • Promptness in providing data security
  • Customer experience delivery
  • Open and flexible architecture
  • Improved user productivity
  • Rapid time to value
  • Cloud-readiness

To see our presence in the Zendesk partner ecosystem, please visit here

When it comes to cloud-based ITSM, we care about both Change Management and Governance, Risk & Compliance. Read more about our Zendesk ITSM offerings here

Want to revamp your cloud ITSM? Visit us. We are right here to help.

Do you think enterprises should invest in cloud ITSM in 2022? How much of an impact will it have?

Customer Service Software in the Age of Modern Business

This is what a typical Zendesk dashboard looks like (Zendesk Support).

In any business, customer service forms the core of overall growth and development. With advancing business technologies, no wonder, customer service software and cloud-based CRM (Customer Relationship Management) support have taken center stage today. And especially with ever-evolving customer needs, a robust support system is indeed needed for assisting users in the journey of discovery, usage, and troubleshooting.

Putting all this stress to rest, thankfully there are cloud CRM software like Zendesk. A Zendesk implementation plan is the gateway to reaching ultimate customer satisfaction.

However before delving into what Zendesk brings to the business table, let’s take a closer look at the central theme of this discussion – Customer Service.

Why Customer Service Matters?

Let’s decipher with an example.Suppose, one day you go shopping for some formal clothes. On entering the shop, you see no sales assistant at the entrance. As you wander further, you notice that the clothes are not grouped in categories – casual wear and business blazers hang in the same stand & the sizes are all mixed up. And while you are trying to make sense of all of this, a sales assistant comes up and tries to convince you to purchase perfume @ 50% off. Say, you finally manage to make your way out with the clothes of your choice, but now you are unable to locate the billing counter. Exasperated, you exist without making the purchase.

Customer service is that business practice that never loses relevance. The above example of a physical store can easily apply to a business website. And, this is exactly where a customer service software comes in handy.

Customer Service Software: Your Key to Creating Customers for Life

Smooth customer experience (CX) is a business game-changer. However as you scale up in size, manually addressing all customer service requests can be challenging. For tracking & collating all requests at one place, driving action-packed reports from them and simultaneously optimizing the response rate – you need modern CRM support.To accommodate the expanding scope of customer service, the world’s leading cloud CRM company Zendesk has a range of offerings in its ambit.Here are some of the core benefits of plugging in an efficient customer service software like Zendesk:

Super-responsive helpdesk – A prompt resolution of queries is one of the sure-fire ways of garnering customer loyalty. Nearly 47% of all customers consider 24/7 support to be non-negotiable. To address the need, a sound CRM software makes the smart use of digital FAQ libraries, chatbots, and community forums. Even when your customer service team is off the clock, not a single query goes unacknowledged.However, too much automation without human touch can also make for a bad experience. Though customers should be empowered to avail self-service, they should not feel abandoned. The right choice of customer service software is critical here.

Flexible ticket management – Funnel all customer queries, issues, and suggestions in a single place, categorize them in sub-groups, troubleshoot immediately or schedule – a robust cloud CRM support kickstarts an automated workflow for your business and minimizes the room for human errors.A Zendesk implementation plan additionally incorporates macros for easier process automation – freeing up your customer support team to take up tasks that require greater human interaction. It is also quick in assigning a unique reference/ticket number to each query, making tracking and resolving easier both in the short and long runs. Better lead-to-conversion ratio follows suit.

Advanced analytics & custom reports – A good customer service software is often defined by its analytical prowess. It helps you capture trends in the customers’ purchase behavior and foster relationships by leveraging data-driven information.Zendesk CRM support encompasses customer analytics to help you interpret how your clients interact with your brand offerings. It further provides insights on how this experience can be improved. The customer service software is best-in-class in offering data visualization using easy point-and-click functions and intuitive dashboarding.

This is what a typical Zendesk dashboard looks like (Zendesk Support).

Cloud-based CRM Support Dashboard – part of Zendesk Implementation Plan | Source: Zendesk

Also, Zendesk APIs are configured around REST which provides a great deal of flexibility in terms of resources and methods.

Third-party integrations – Higher the number of third-party software you can integrate with your core business with, higher the avenues you can cater to. Zendesk makes space for over 100 third party integrations. Salesforce, Google Analytics, and SugarCRM being classic cases in point. This helps you to quickly respond to the evolving market demands and identify what fits your business needs the best.

Customized offerings – When it comes to customer service, personalization is the key. Every end-user likes brand offerings to be tailor-made to their needs – zone, country, industry, age group, etc. Toward this, Zendesk accommodates multi-locale configurations (time-zone & languages) and group rules (auto-redirection according to query), among other key offerings. Such personalization augments product eligibility, compatibility, and eventually up- and cross-selling.So if you want to add a personal touch to your brand, invest in robust CRM support. Having a Zendesk implementation plan is a great start.

World-class branding – Collate all of the above features, put them in one customer service software, and leverage. You are sure to arrive at a smart and reputable brand image that is reflective of your holistic values, mission, and vision. Your web/mobile interface is the first place where your potential customers meet you. It must be distinguished enough to set you apart from your competitors.And, a cutting-edge customer service software will help you achieve that. Zendesk implementation plans have a complete helpdesk customization option (CSS rebranding) in its kit. When utilized optimally, it can be an absolute game-changer.

It’s Flexible, It’s Easy, It’s Zendesk!

The cloud CRM software accommodates all of the above features and beyond. When empowered with Zendesk, not only are your customers happy, your sales, marketing, and customer service teams also communicate better. They work more cohesively toward the business goals. You bulk up on efficiency, and cut down on cost.

Estuate is Zendesk’s Master Implementation Partner

From implementation, training, consultancy, optimization, Zendesk apps, and integration, we are Zendesk’s most trusted Implementation Solution Provider.

Our Zendesk implementation plans are customized according to your business needs.

  • Zendesk Sell
    Get a clear vision of your sales pipeline, and keep your team focused on the highest value leads & deals with our Zendesk Sell support.

Our Zendesk expertise reflects in our consistent KPIs:

  • Core global system integration partner of Zendesk
  • Quick and secure migrations from any reporting platform
  • Out-of-the-box integrations and accelerators
  • 100+ successful Zendesk projects
  • Consistent CSAT: 97%
  • Cross-industry expertise
  • Flexible delivery models

So if you are looking to unlock the next level in customer service, we’re right here to help.

What are your thoughts on having a customer service software? Do you think it helps?

3 key reasons why ITSM is essential for your business.

In today’s fast-changing technological world, companies must keep pace with emerging innovations, adding value to their business and offering improved customer service. Today, ITSM has become quite crucial for businesses, similar to ever-changing technology. It is more important than ever that IT organizations embrace ITSM to align themselves with customer needs and provide exceptional, low-cost service delivery. Enterprises need state-of-the-art IT technologies, which help achieve their job performance, automate IT processes and recognize problems within an established system to control the availability of resources and improve customer service.

IT Service Management (ITSM) is now the most prevalent paradigm for IT resource management. ITSM offers a streamlined, process-based IT management approach, which emphasizes delivering business value by establishing and managing IT services that help and facilitate profit-making business functions. IT service management is a way of implementing, maintaining, and providing IT services to meet an enterprise’s needs. It ensures that the resources, processes and technologies are adequately integrated to produce value. Efficient ITSM enables IT to consider and implement justifiable enhancements that have a tangible impact.

Need for ITSM

Information Technology Service Management (ITSM) is the collection of processes and practices often used by IT organizations to manage IT services during their life cycle. ITSM aligns the priorities and practices of the IT organization with those of the business. ITSM lowers IT costs, allowing companies to get the most out of their IT investments. It standardizes processes using a more formal documentation framework, mitigates different risk forms, including monitoring of financial costs, and improves management. Every company, regardless of size, is engaged in IT service management in some way because it ensures that incidents, service requests, issues, changes, and other facets of IT services are handled in a seamless manner.

Importance of ITSM in Business

One of the main reasons for implementing an ITSM system by businesses is to improve the overall quality of its service delivery. From a business standpoint, ITSM aids management in better understanding IT’s business impact, requirements, and cost-cutting strategies. ITSM lowers organization risks, decreases employee dependence, and enables sustainable and productive operations. An ITSM approach fills the void between expectations and assists companies in their transformation. A good ITSM encourages standardization and continuity in terms of resources and procedures, which helps businesses to be more agile and responsive. Another critical function of ITSM is to oversee a company’s processes and IT activities to ensure compliance with various regulations.

Here are the key reasons why IT organizations implement ITSM

Customers can self-serve and self-help with ITSM

The ITSM provides a self-service platform that allows users to quickly access problem-solving information through a knowledge base. ITSM self-service offers consumers an incredibly cost-effective route to resolving well-understood IT incidents or addressing basic requests without needing assistance from initial IT operators. ITSM allows businesses to build and manage a repository of all available resources that can be accessed at any time. Self-service improves operational performance, lessens manual workload, and reduces the time and cost of handling IT incidents.

Business processes in ITSM are centralized and optimized

ITSM is a process-oriented approach to IT management aimed at aligning the IT organization’s service delivery activities with the needs of the market. With proper IT service management, everyday operations within the organization can be streamlined and centralized. The centralization and optimization of service management processes allow information systems departments to better track their operations and achieve substantial efficiency gains.

ITSM adds strategic value by automating key processes

ITSM software systems help improve IT management through the automation of key processes. Automated workflows replace inefficient manual processes with more effective, compliant, and safe operations. With the implementation of ITSM, IT departments now have automated reports and key performance indicators (KPIs) to track and assess the performance of their IT services. Automation services allow business managers to adapt, design, and control workflows without any coding, thereby saving time and money while improving quality and consistency.

Companies must strategize and evolve in response to market competition in order to provide a unique experience to their customers and add value to their businesses. Companies can improve their productivity by using advanced IT services, which allows them to better leverage their resources and become proactive while concentrating on better service quality and goal achievement. It should be known that with the aid of a good software solution, the ITSM implementation is much simpler. So, if you’re excited to revolutionize your business with ITSM, we suggest starting with Zendesk ITSM, a fantastic tool based on ITIL best practices