Destinye Nixon

 

 

There is always room for improvement. To ensure that the momentum continues and to keep it going, we must be looking for the next area of service desk focus. Automating is the most efficient way to go providing better customer service and freeing up service desk agents to concentrate on innovation and continued improvement in service.

 

Let's look at the recurring ITSM problems and discover how automation can help.

 

Price

 

Cost is an ongoing problem that is not going out of fashion. Many companies don't regularly review their IT spending and look for ways to reduce their costs. This creates a lot of work for the service desk--the greater utilization of technology in the company results in more interactions with the service desk. This increases the costs of managing the service desk. If you're looking for future of IT support, then aisera.com is the right place to go.

 

While we are able to help with some calls by providing self-help information through the knowledge base, the quantity of people accessing IT services is increasing exponentially. As new services are introduced to customers, this implies that more tickets will be generated.

 

We must stop focusing solely on IT costs and look at true business costs when evaluating how we can improve resolution time on the service desk.

 

 

The more automation we put in place, the more we enable quicker fulfillment of requests that are common and the appropriate assigning of tickets that are related to the issue. This will reduce the direct ITSM as well as your overall costs for business. Even the tiniest decrease in handling time can have a positive impact on the bottom line.

 

If you have a well-defined service, and a standardized way to handle requests related to this service, then why are the valuable service desk experts engaged? Put automation in place and remove the manual expenses from the process and, as a result:

 

Improvement in IT efficiency

 

Reducing the amount of time customers are waiting for their products to be unavailable

 

Automating password resets is an easy model that is easy to understand for anyone. It is something that everyone in the business has to handle every day. A company reported that password resets made up 22% of their overall service desk ticket volume.

 

Customer satisfaction

 

Service desks have been able to effectively communicate with customers via service catalogs which have been great in improving customer satisfaction. But, I warn:

 

It's one thing to enable your customers to seek assistance.

 

It's another thing entirely to be able to deliver quickly and precisely what was requested.

 

Our companies are increasingly run by digital natives: those who have been raised with technology that does what it is supposed to do. They're always connected, and they are accustomed to quick response times. They are expecting instant downloads when they log in to iTunes and purchase a new track. It's not tomorrow or the next week. You can download IT Helpdesk Chatbot by visiting aisera.com right now.

 

The expectation of immediate delivery means that customers are not impressed when you answer an inquiry for a software installation on a PC or laptop in a time frame of 1 to 2 days. There is no need to be trying to install software manually using CDs. Automated tools for configuration management can provide software at the click of a button.

 

It is essential that there aren't any manual steps to be performed in the process. It is not necessary to have an engineer click the button for software installation. All checks and balances need to be automated with the exception of the ones that require approval.