Each business has processes and services that need to be supported in their own unique way. IT service desks are no exception and need to support highly customized processes according to business requirements. However, more often than not, this is a pain point for IT help desk teams.
Legacy ITSM tools do not provide sufficient customization options out of the box, and they often require extensive development effort for simple customizations. This results in incomplete or incorrect process automations that fail to deliver a satisfactory customer experience.
On the other hand, easily customizable help desk software enables organizations to implement custom process configurations with minimum effort and overhead.
Customization capabilities in an IT service desk tool can deliver a host of benefits for both the end users and the technicians: