How to Sustainably Relieve Your IT Helpdesk

Even top-equipped IT helpdesks are under immense time and cost pressure. You know the reasons best yourself: an ever-increasing number of tickets and requests must be handled, even though the available resources are constantly decreasing. But why is it so difficult for companies to break out of the treadmill of all-consuming standard tickets and requests?

Is there a lack of methods to reduce constantly recurring tickets and service requests? Or is it simply a lack of time that leads to urgently needed changes being postponed again and again because other, more prestigious projects take priority?

Our insight from many customer conversations is that it is often a mixture of all these factors. That's why we at FLOWSTER have developed a solution approach to help you orient yourself more quickly (see the BAF Model below):

For a typical month, first enter the number and type of tickets and service requests in an Excel spreadsheet and determine/estimate the average processing time in minutes in another column.

The BAF Model

Then assign the found results (tickets and service requests) to a level (B, A, or F):

• B - Beseitigen (Eliminate): Check whether you can completely eliminate interactions in this category through a changed process or tool.
• A - Automatisieren (Automate): In this category, assign all requests that constantly repeat, take up a lot of time, and tie up resources.
• F - Fokussieren (Focus): The resources you free up through B and A can be used for strategically more important tasks.

Take It a Step Further

With the FLOWSTER Automation Calculator, you can calculate how high the costs per month are for manually processing your helpdesk tickets in category "A". Simply enter your cost rate and average resolution time. You will already find many frequently occurring incidents in the tool, but you can also enter your own incidents.