Are you using your help desk at full capacity
I can certainly translate the text you provided into English. Please find the translation below: After days of slowly decreasing page loading times, it finally happened: your IT helpdesk shut down. When you restarted the server, not to mention the revenue loss and productivity drop due to the downtime, you also lost the reliability associated with the business.
Most IT teams have a strong perception of the systems they are responsible for and avoid situations like the one described above by realizing when they are struggling. That's exactly why we've gathered evidence to identify the most common and critical signs that your helpdesk has outgrown its boundaries.
1) YOUR APPLICATION ISN'T PERFORMING AS IT USED TO
As your user base expands and your helpdesk is filled with thousands of requests daily, you will eventually notice that performance is deteriorating. When this happens, your helpdesk becomes slower - pages take longer to load for customers and agents, reducing their productivity and slowing down operations. On one hand, this is a good problem to have: your end-users consider your application as a central hub they trust. On the other hand, as with any critical system, performance expectations are higher, and the costs of downtime are also higher.
2) DOWNTIME BECOMES THE NORM
As the saying goes, service interruptions happen. IT teams prepare for this, and businesses tolerate it (to a limited extent). Planned or unplanned, downtime can be costly not only in terms of lost sales and productivity but also in terms of brand and reputation damage. If your organization is experiencing an increase in downtime due to more frequent outages or prolonged upgrades, your infrastructure may be under significant stress.
3) STRUGGLING TO MEET NEW HELPDESK REQUESTS
After adopting a helpdesk for request management, teams and service providers quickly see the value of centralizing information and standardizing service requests. As the demand for helpdesks across your organization increases, it can become challenging to meet these requests. You are in a position where your organization is getting favorable feedback from all over, but you can't get new helpdesks up and running promptly.
4) COMPROMISING PERFORMANCE FOR COMPLIANCE
Adhering to internal and external regulations to ensure data security is unquestionable. For some organizations, this means complying with a corporate IT policy. For others, especially in certain industries and geographies, it often means complying with state regulations such as GDPR and HIPAA. A compliant helpdesk is superior to a fast, high-performance helpdesk. So, brokers and customers are exposed to low performance, and managers are forced to create temporary solutions in the name of compliance.
5) YOUR APPLICATION ADMINISTRATORS ARE OVERWHELMED
In organizations that rely on an ITSM tool to keep the lights on, there is always an administrator (or an administrative team) to ensure the platform performs. As usage expands and businesses grow, the complexity increases, and the required amount of administrators also increases. If your administrators find that their tasks related to the administrator are taking up more of their time, it's probably a sign that your current tool has reached its capacity
IF THESE SIGNS LOOK FAMILIAR, WHAT SHOULD YOU DO?
If you're experiencing one or more of the scenarios described above, you've likely reached a point where your helpdesk is genuinely needed, and your organization's needs are at odds with what your current ITSM solution can provide. This often means it's time to take a look at your current tools and evaluate whether they can scale to meet your organization's needs by making a plan for how your organization can scale service request management. This way, you can choose a solution that meets your team's needs, avoiding significant pain and damage while allowing your organization to keep offering excellent service.
SCALING SERVICE DELIVERY WITH JIRA SERVICE DESK DATA CENTER
Growing organizations can continue to offer excellent service with the Jira Service Desk Data Center. The Data Center model offers high availability, zero downtime, and distributed load, meaning teams have uninterrupted access even during upgrades and indexing. In the event of an unexpected hardware failure, the Jira Service Desk is designed to facilitate the quickest possible recovery and continued operation of your business, with active-active clustering, built-in disaster recovery tools, and zero-downtime backups.