- Difficulty finding staff with the right skills, abilities, and knowledge.
- Service issues (lost tickets, unclear workflows, etc).
- Repetitive work and disengaged employees.
- So much to do, so little time.
Service desk improvement using automation capabilities and people management is an opportunity to empower employees and increase customer satisfaction.
Impact and Result
- Consult Info-Tech resources to understand key trends in service management.
- Use AI-facilitated technology to improve service desk operations:
- Automate IT processes and workflows with RPA.
- Discover problems and enhance root cause analysis with virtual assistants.
- Improve self-service for simple incidents and requests with chatbots.
- As technology alone does not improve service desk operations, people and process are the other two important factors:
- Adopt a shift left strategy to reduce cost per ticket and improve customer satisfaction.
- Promote knowledge sharing to train technicians.
- Leverage incident swarming to handle critical incidents and reduce the ticket backlog.
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