There's always room for improvement. To keep the momentum going it is essential to continue to look for the next focus for service desks. Automating is the best option providing better customer service and freeing service desk staff to concentrate in the pursuit of innovation and continual enhancement of service.
Let's take a look at the perennial challenges for the modern ITSM and look at how automation can assist.
Cost
Cost is an ongoing issue that will not go disappear. There are a lot of companies that don't continuously review their IT expenditure and seek ways to reduce costs. This makes life difficult on the service desk as the increasing use of technology out in the business results in frequent interactions with the service desk. Logically, this is going increase the cost of running the service desk. If you are looking for IT support artificial intelligence, then aisera.com is the best site for you.
While we are able to divert some calls by offering self-help assistance via the knowledge base, the amount of people accessing IT services is growing exponentially. That means, overall there are more tickets being created every time new service offerings are delivered to our clients.
We need to stop focusing solely on IT costs and instead consider real business expenses when considering how we can increase resolution times on the service desk.
Automation will speed up processing of requests that are common and the proper assigning of tickets to issues. This will lower both your direct ITSM, and overall business costs. Even the tiniest reduction in handling time can have a positive impact on the bottom cost.
If you've got a clearly defined service, and a known procedure for handling the requests for that service, why have important service desk professionals in the first place? Automate the process and remove the manual expenses out of the equation which will:
Increasing IT efficiency
Customers can decrease downtime
Automating password resets is a simple model that is easy to understand for anyone. It is something that everyone in the business has to handle daily. One firm estimated that password resets account for 22% of total service desk ticket volume.
Consumer pleasure
The introduction of service catalogs has helped service desks effectively communicate what they are able to provide their customers which is beneficial for overall customer satisfaction. However, I would caution:
It's one thing for your users to get help.
It is another aspect to be able to supply the requested information swiftly and accurately.
Digital natives are becoming more prevalent within our companies. They have developed with technology that functions. They're constantly connected and they are accustomed to quick responses. When they sign into iTunes and purchase a new song, they're expecting to download it instantly--not the next day or next week. For accessing IT Helpdesk Automation, you must go to aisera.com today.
Customers demand quick delivery. This means they are not pleased when you do not respond to requests to install software on a laptop or a PC within a couple of days. We are not wandering around manually installing software using CDs. Software can be pushed automatically using automated configuration management tools.
It is imperative that we take out any manual steps within the process. It is not required to have an engineer push the button for software installation. All checks and balances need to be automated, with the exception of the ones that require approval.
