There's always room to improve. To keep the momentum going it is essential to be looking for the next focus for service desks. Automating is the most efficient way to go, providing better service to customers and allowing service desk employees to concentrate on service improvement and innovation.

Let's take a look at the ongoing ITSM challenges and see how automation can help.

Price

Cost is a constant problem that will never be solved. A few companies do not always look at the bottom line for their IT expenditure and consider ways to lower it. This creates a lot of work for the service desk--the greater utilization of technology in the business results in more interactions with the service desk. This can increase the costs of running the service desk. If you're searching for artificial intelligence, then aisera.com could be the best location.

Although we can deflect certain calls by leveraging our knowledge base, the number customers who have access to IT services is increasing rapidly. As new services are offered to customers, it means that more tickets are generated.

In the quest to increase resolution times, we need to not be focusing on IT costs.

The more automation we can put in place the more automation we implement, the greater chance we have of faster fulfilment of common requests and appropriate assignment of tickets related to issues. This will lower both direct Next-gen ITSM expenses as well as the general business expenses. Even the smallest reduction in handling time will have a positive effect on the bottom line.

If you have a well-defined service, and a standardized procedure for handling the requests for that service, why have important service desk professionals in the first place? Automate the process to eliminate the manual costs.

Enhancing the efficiency of IT

Customers can cut the length of their downtime

An easy way to comprehend is the automated reset of passwords which every business has to deal with on a daily basis. One company estimated that password resets accounted for 22% of their total service desk ticketing volume.

Consumer satisfaction

The introduction of catalogs for service has allowed service desks to clearly explain what they can offer their customers, which is great for overall satisfaction of customers. But, I'm a bit cautious:

It's one thing to allow your customers to ask for help.

It's a different matter ability to provide the requested information swiftly and accurately.

Digital natives are becoming more popular in the workplace. They've developed with technology that works. They are looking for quick response times and they are constantly connected. If they log into iTunes and purchase a new song, they're expecting to download it instantly--not the next day or the next week. You can download Service Desk Automation on aisera.com today.

This expectation of speedy delivery is why customers are dissatisfied when you reply to the request for software installation on a computer or laptop in a time frame of 1-2 days. There is no need to be making manual installations of software with CDs. Software can be pushed automatically through automated tools for configuration management.

It is crucial that there are no manual steps to be performed during the procedure. There is no requirement for an engineer to press the button to allow the installation of the software. Balances and checks should be done automatically, with the exception of needing approval in the process.