ITSM Software's Popularity Is Fueled by Its Boost in Employee Satisfaction

01/29/2020 by: The SunView Team


ITSM tools will only grow in popularity in the coming years. There are a few reasons for that surge. One of the reasons is that they can actually improve employee satisfaction.

With ITSM software, employees feel less frustrated because they’re able to work more efficiently. Read on to learn how ITSM tools make the employee experience more positive, which has benefits for the entire company.

Why Are Employees Frustrated?

To better understand employee frustration, we’ll look at two types of employees: those who work at the help desk, and those who work in other departments.

There are many causes of employee frustration, but one that can’t be neglected is inefficient processes. Inefficient processes in many cases go hand-in-hand with outdated technologies or technologies that don’t make employees’ lives easier.

“A 2019 survey from G2 shows that 52 percent of respondents are dissatisfied in their roles due to software that isn’t a good fit.”  

Imagine coming to work on a daily basis and having no other tools to do your job but those that are constantly buggy, are in need of patching, or are nearing the end of vendor support. It wouldn’t take very long to get frustrated. Moreover, getting help for technology that isn’t working properly can also be aggravating; the help desk is most likely swamped dealing with other employees’ issues, creating a perpetual backlog. 

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How Can ITSM Tools Boost Employee Satisfaction?

ITSM tools can boost employee satisfaction in two ways: automation and self-service capabilities. 

Automation transforms previously manual processes into actions carried out by a computer. It saves time and money. For example, ITSM software can automate many processes that are part of change management, an umbrella of complex moving pieces. 

“According to G2 Track, unused software costs companies $40 billion each year.”

Cutting-edge ITSM software includes self-service capabilities, too. We’ll illustrate with an example. Let’s say that Ryan keeps getting the same error message from the printer. His company has implemented ITSM tools, so he enters a self-service portal or opens a chatbot window and asks the ITSM software about this error code.

Without ITSM tools, Ryan would have to either call or email the help desk. The help desk has no firm timeline as to when Ryan’s issue would be resolved, which means that Ryan couldn’t print out his document. He’d have to find a time-consuming workaround, which is an unnecessary irritation. 

“In a 2018 study from Unisys, 51 percent of employees at ‘digital laggards’ expressed frustration with their employers, as compared to 6 percent of employees at ‘technology leaders’.”

With ITSM tools, Ryan gets the answer he needs much faster. He doesn’t waste valuable time or effort, and he can get back to work quickly. As a result, Ryan doesn’t feel frustrated; rather, he feels that he’s able to use his working hours efficiently. Ryan’s productivity rises, but so does his morale, because he’s not being stymied by inefficient processes or technology. 

Employee satisfaction is crucial to engagement and retention. The technology you choose plays a role in that.

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