What lies at the heart of a do-more-with-less philosophy?
Let's look at how businesses generally work: Companies expend resources to accomplish their goals. Resources can be people, supplies, raw materials, time, etc. On the flip side, goals can be anything from acquiring more customers, cornering a niche market, providing a quality product or service, and so on.
Meeting goals and expectations go hand in hand with being the most lean and efficient operation as possible. Enterprise organizations that fail to meet goals set at the beginning of the year are often hamstrung by bloated processes or inefficient technologies that are wasting resources and budget all while not fulfilling their intended purposes.
Doing more with less, therefore, is critical to buck this dilemma and make the organization more efficient. ITSM and the service desk are no strangers to these issues and the industry could stand to address some key pain points:
- Too much manual labor: When more ITSM professionals spend their working hours filling out repetitive process forms and workflows but not strategizing, that's worrisome, especially at a time when service requests are expected to skyrocket with the rise of automated Internet of Things technology.
- Not enough data usage: Businesses everywhere collect gigabytes of organizational data; oftentimes without a plan or process to do anything productive with it. This misses a huge opportunity to discover new insights or learn from past incidents in order to reduce resolution times and ultimately save on tier one resources.
- Low satisfaction among end users: Most ITSM managers understand the value of an effective self-service operations, and on paper, customers would love to cut out the service request process by solving their IT issues themselves. However, the reality is that many IT self-service portals or processes lack clear organization, process or knowledge for end users to properly engage. End users today have a very high quality standard when it comes to self-service, and if they feel it's not up to par, they will jump ship.
The key to solving these issues lies in new AI-powered technologies that is transforming the service desk to better leverage an organization's historical data and better meet the demands of your customers.
Aim higher with smarter self-service technology
Every user with a service issue thinks it's the end of the world, but that doesn't mean it is. It also doesn't mean the situation is worthy of an ITSM professional's attention, especially if it can be resolved through freely accessible information. Automated self-service agents like chatbots guide troubled users to the resources they need based on natural-language queries it receives. They'll feel like they're getting VIP treatment, while service desk technicians can focus on solving more complex issues.
Live the future with AI-powered back-end support
Information gleaned from resolution seekers should fuel the ITSM workflow, not hold it back. When service desk professionals spend a majority of their time translating request data into tickets by hand, it's not only slow but completely error-prone. Smart service desk operations, on the other hand, scan requests and use predictive analytics to suggest field values, rate them by relevance and point service desk professionals to resources that help them push the ticket through intelligently. In other words, automation saves time by handling the load of ticket fulfillment for the technician.
Think like a computer with advanced machine learning
Service desk management software shouldn't just be a repository for information, but an evolving ecosystem where user data comes together to create balance in the ITSM process. As your service desk team processes service requests, the AI underpinning the intelligent service desk framework learns and develops accordingly. In the end, you have a tool that learns as your team matures, and iteratively gets smarter and more effective over time.