Our uncertain and volatile business environment has made one thing perfectly clear—we need a new and better way to manage change at the service desk level.
Once upon a time, it was common practice to take the lift, IT problem in hand, to visit your friendly service desk on another floor.
Not so much anymore.
The workplace has changed. It has become what the experts like to call a “volatile” place—and that volatility is challenging service desk teams everywhere. A gigantic remote workforce. More urgent requests for access to business services. Higher service-level expectations. Our digital dependence is surging like never before. It’s no surprise that service desks are drowning in requests.
Clearly, we need a new and better way to manage disruptive change. Our ability to absorb future shocks, recover rapidly, and meet the demand for innovative, cost-effective IT services depends on it. So how can we ready our service desk for what comes next?
Here are four key changes you can make to build a resilient service desk today:
- Embed machine learning and automation
Live support and smart ticket auto-categorization/routing lead to faster time to resolution and scalable support. You can proactively identify automation opportunities, remove incident recurrences, and quickly execute changes if your service desk solution has built-in machine learning and automation.
- Manage your IT assets
If your IT organization is under constant pressure to reduce IT costs, increase service levels, stay compliant, and improve visibility into financial and operational decisions, you’re not alone. You can do all those things by managing the physical, virtual, financial, and contractual aspects of your IT assets from a common service management model. When ITAM and SAM are an integral part of your service desk solution, you can work faster and more economically.
- Simplify service desk use
Empowering employees to open tickets, get instant answers, and resolve issues can do wonders for enterprise-wide productivity. But is this easier said than done? Not necessarily. A single AI-powered self-service portal and an aggregated service catalog can provide the fast, personalized, consumer-style experience everyone craves. You can also speed up ticket handling with natural language search, mobile submissions, and social collaboration options—so everyone can get back to work.
- Embrace SaaS
A growing number of organizations across the world are moving their ITSM solutions to the Software as a Service (SaaS) consumption model—and for good reason. Aside from decreasing the cost of ITSM with flexible subscription payments, moving to SaaS can greatly increase your organization’s ability to:
- Focus on strategic issues rather than technical installations and software upgrades.
- Perform faster, easier software implementations.
- Maintain version currency without delays or upgrade hassles.
- Rely on proven security and certifications.
Make these changes and your service desk will be well equipped to absorb the shocks of disruptive change and pivot on demand when it happens.
To learn more about building a resilient service desk, join this Micro Focus presentation at SITS22. Micro Focus will also be exhibiting on stand 590 at SITS, The Service Desk & IT Support Show, on 11-12 May 2022 at ExCeL London. Register for your free ticket here.