{"id":20602,"date":"2023-06-16T10:36:37","date_gmt":"2023-06-16T09:36:37","guid":{"rendered":"https:\/\/www.topdesk.com\/en\/?p=20602"},"modified":"2025-05-29T10:14:09","modified_gmt":"2025-05-29T09:14:09","slug":"itsm-tools-in-manufacturing","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/en\/blog\/itsm-tools-in-manufacturing\/","title":{"rendered":"Three advantages of ITSM tooling for IT departments in manufacturing"},"content":{"rendered":"

The manufacturing industry plays a crucial role in the economic development of countries. This, combined with the current hype of\u00a0Industry 4.0<\/a>, means there\u2019s a lot of pressure on IT departments within manufacturing to keep up.<\/p>\n

But that\u2019s easier said than done, especially when you\u2019re drowning in tickets or struggling to keep track of important information. That\u2019s where ITSM software<\/a> comes in.\u00a0<\/strong><\/p>\n

Three ways in which tooling supports IT departments in manufacturing<\/h2>\n

With the right tooling solutions, IT departments in manufacturing can automate repetitive tasks, streamline workflows, and optimize resource utilization. This enables them to operate more efficiently, reduce downtime, and allocate their time and resources to more strategic initiatives.<\/p>\n

1. ITSM tools improve efficiency<\/h2>\n

ITSM software<\/a> brings your IT services together in one place and offer automation and other features that remove the strain of recurring tasks, freeing up time for innovation.<\/p>\n

Take for instance\u00a0University of Ottawa<\/a>, the largest English-French bilingual university in the world. When their IT service desk started using TOPdesk, the total number of IT tickets dropped significantly, 45,000 tickets and counting, in fact.<\/p>\n

How?<\/strong><\/p>\n

TOPdesk offers standardized forms and service automation<\/a>. When help tickets are created, they are instantaneously routed to the correct service location for processing, reducing the time to resolve each issue while improving efficiency. Since implementation, uOttawa has been able to clear more than 45,000 (and counting) service desk tickets without the need for help desk intervention or triage service requests while relieving the strain on uOttawa’s IT department.<\/p>\n

Thanks to service automation, uOttawa has been able to clear more than 45,000 service desk tickets without the need for help desk intervention or triage service requests.<\/p><\/blockquote>\n

2. ITSM tools empower your end-users<\/h2>\n

Your end-users are impatient.<\/a>\u00a0They expect their requests to be resolved immediately.<\/p>\n

Luckily, most ITSM tools offer both a knowledge base and an extensive\u00a0self-service portal (SSP)<\/a>\u00a0with standard solutions and FAQs. This empowers your end-users to find the answers to their questions themselves, using the collective knowledge of the IT department.<\/p>\n

Implementing an SSP with a knowledge base also reduces the pressure on your IT team, who no longer have to answer the same questions over and over again or worry about important knowledge being tucked away in shared drives or personal docs. Instead, all knowledge is compiled in one place.<\/p>\n

3. ITSM tools give you insight into cybersecurity<\/h2>\n

For the second year in a row,\u00a0manufacturing has been the most targeted sector by cyberattacks<\/a>. The sector\u2019s main threats are:<\/p>\n