Arquivo de Gestão Serviço IT (ITSM) - Page 2 of 3

02 July 25

Helpdesk automation with GLPI: reduce costs and improve efficiency.

In an increasingly digital world, efficiency in meeting user needs has become a priority for any IT department. Helpdesk automation emerges as a smart solution to address the growing challenges of request management, with tools like the GLPI helpdesk being particularly noteworthy. This article…

Best practices for implementing GLPI in your support team.

03 June 25

Best practices for installing GLPI in your support team.

Installing an effective IT service management system can radically transform how your support team operates. Among the most popular open-source solutions on the market, GLPI (Gestionnaire Libre de Parc Informatique) stands out. In this article, we will guide you through best practices for…

How a Ticketing Tool Can Improve Incident Management

02 June 25

How can a ticketing tool improve incident management?

In any modern organization, ensuring service continuity and resolving problems quickly is essential. Whether in a small business or a large company, improving incident management has become a priority for the smooth functioning of operations—especially in the IT area. But how to guarantee quick responses…

22 May 25

Simplifying the management of IT orders and requests.

Efficiency in IT is fundamental to the smooth functioning of any organization. From small businesses to large corporations, effective management of IT requests and orders can mean the difference between productivity and chaos. In this article, we will explore how to simplify this process with a focus on…

07 Apr 25

IT asset management: how to avoid failures and improve performance.

IT asset management is crucial for organizational success. In an increasingly digital world, IT asset management has become a key element in ensuring the smooth operation and competitiveness of organizations. Equipment, software, licenses, networks, and systems are valuable assets that, when well managed,…

20 Mar 25

The importance of automation in IT infrastructure management.

Managing IT infrastructure has become an increasingly significant challenge for companies due to the growing complexity of systems and the need to ensure efficiency and security. In this scenario, automation plays a fundamental role, allowing for the reduction of human error, process optimization, and improved scalability. But what is the…

14 Mar 25

IT Incident Management: How to Ensure Effective Communication

Incident management is one of the fundamental pillars for the operational efficiency of IT teams. However, many organizations face communication challenges, which can lead to delays, errors, and a negative impact on user experience. This article explains how to ensure effective communication in incident management…

The Role of Self-Service in ITSM: How to Reduce Support Calls and Increase Efficiency In today's corporate environment, efficiency in IT service management (ITSM) is fundamental to ensuring that operations run smoothly and that user expectations are effectively met. One solution that has been gaining prominence in companies is self-service, a practice that can not only reduce the volume of support calls but also increase productivity, improve user experience, and optimize IT team resources. In this article, we will explore the role of self-service in ITSM, how it works, the benefits it can bring, and how to implement it effectively in your organization. Automation in user support is no longer a trend, but a necessity to keep up with the demands and challenges of the digital environment. What is self-service in ITSM? Self-service in the context of ITSM (IT Service Management) refers to the ability of users to resolve their own problems or questions without needing to resort to technical support. This practice is facilitated by a range of technological tools and resources, such as self-service portals, knowledge bases, chatbots, and virtual assistants. Self-service systems allow users to access a centralized platform where they can consult FAQs, search for articles, open and monitor incidents, or even solve common problems autonomously. This not only streamlines the problem-solving process but also relieves support teams, allowing them to focus on more complex issues. How can self-service reduce support calls? One of the main advantages of self-service is its ability to significantly reduce the volume of calls to IT support. Traditionally, support teams are inundated with calls and requests for technical assistance. This results in longer wait times, operational inefficiency, and an excessive workload for technicians. With a well-implemented self-service system, many simple and recurring problems can be solved by the users themselves, without needing to involve the support team. Examples of common issues that can be handled through self-service include: Password recovery: Users can quickly and securely reset their passwords through automated portals without having to contact support. Software installation: By providing step-by-step tutorials and automatic downloads, users can install or update software without needing technical intervention. Access requests: Through automated forms, users can request access to systems and tools without overburdening IT departments. Troubleshooting common problems: Knowledge base articles can guide users in resolving issues such as connection failures or operating system errors without needing to open a ticket. Furthermore, by offering a self-service portal, organizations can allow users to search for and solve problems on their own at any time of day, without having to wait for a technician to be available. This improves the overall user experience and reduces the burden on support systems. Benefits of Self-Service in ITSM Increased Efficiency By reducing the need for human intervention, self-service allows IT teams to focus on more complex and strategic tasks, such as implementing new technologies and continuously improving IT processes. As a result, operational efficiency is enhanced and technicians' time is better utilized. Improved User Experience When user requests can be resolved autonomously and quickly, the overall user experience is significantly improved. There is no longer a need to wait hours or even days for an answer to a simple problem, which can be frustrating. With self-service, users feel more empowered, as they can solve their own problems quickly without relying on third parties. Cost Reduction Reducing the number of calls and requests reaching support teams has a direct impact on operational costs. Fewer calls mean less need to hire more support technicians or expand the IT team to manage the growing workload. Furthermore, self-service is a scalable solution that can handle a growing number of users without significantly increasing costs. Consistency in responses: The knowledge base that supports self-service ensures that users have access to consistent and well-documented answers to their questions. This reduces the risk of providing incorrect or inconsistent information, which can occur when technicians are overwhelmed with multiple support requests. How to implement self-service in ITSM? Implementing self-service is not a simple task, but when done strategically, it can transform how IT services are delivered in your organization. Here are some key steps to ensure your self-service system is effective: Choosing the right tool: The first step is to select a self-service platform that is easy to integrate with your existing ITSM system and allows for an intuitive user experience. Tools like Freshservice (#1 in ITSM Software by Capterra) offer complete self-service functionalities, including user portals, knowledge base, and support chatbots. Developing a robust knowledge base: Ensure your knowledge base is constantly updated and covers a comprehensive range of topics users may need help with. This includes step-by-step guides, FAQs, tutorial videos, and explanatory articles. Process automation: Utilize automation to streamline repetitive processes such as ticket creation, prioritization, and troubleshooting common issues. Chatbots and virtual assistants can be used to guide users and provide instant solutions. Training and awareness: To ensure the success of self-service, it's important to train users on how to use the platform and when to seek support. Raising awareness and promoting the tool are crucial for increasing adoption rates. Monitoring and feedback: Track self-service usage and solicit user feedback to continuously improve the platform. This will help identify weaknesses and areas needing optimization. Conclusion: Self-service plays a fundamental role in modernizing and optimizing ITSM processes, allowing companies to improve the efficiency of their operations, reduce costs, and increase user satisfaction. Implementing an effective self-service solution not only reduces the number of support calls but also provides a more agile and satisfying user experience. Tools like Freshservice offer powerful self-service solutions, allowing IT teams to focus on tasks of greater strategic value while providing a more efficient and autonomous user experience. With self-service, it is possible to create a more dynamic and responsive IT environment, aligned with the demands of the digital future. For more information and to try Freshservice, contact us. Choose Priceless Consulting for a customized Freshservice implementation. By choosing to contract Freshservice with Priceless Consulting, you are choosing a local partner that deeply understands the specific needs and challenges of companies in Portugal, Brazil, Spain, the United Kingdom, and England. As Gold partners, our team of experts offers personalized support and specialized consulting, ensuring that the Freshservice implementation is tailored to the specific needs of your business. With Priceless Consulting, you benefit from continuous monitoring, dedicated training, and local technical support, ensuring a smooth and efficient platform integration. Furthermore, we are here to maximize your return on investment in Freshservice, providing tailored solutions and an unparalleled customer experience.

21 Feb 25

The role of ITSM self-service: how to reduce support calls and increase efficiency.

In today's corporate environment, efficiency in IT service management (ITSM) is fundamental to ensuring that operations run smoothly and that user expectations are met effectively. One solution that has been gaining prominence in companies is self-service, a practice that does not…

21 Feb 25

Monitoring and observability in ITSM: anticipating problems to minimize business impact.

Nowadays, reliance on IT systems and services is essential for the operation of any organization. However, the complexity of IT infrastructures also brings challenges, including managing and anticipating problems that can affect performance, security, and business continuity.

Top 5 IT Service Management (ITSM) software tools in 2025

03 Feb 25

Top 5 IT Service Management Software (ITSM Tools) 2026

What are IT Service Management (ITSM) software? IT Service Management (ITSM) software plays an essential role in companies' IT operations, enabling the efficient management of incidents, problems, changes, and services within an organization. These tools help IT teams to…