During uncertain times such as these, organizations look to industry experts like Gartner Inc. for guidance on how they can adapt and flourish.
IT support teams have had to adapt to a remote work operating model—for both themselves and their customers. If they don’t have the right digital service delivery technology, it is almost impossible to handle spikes in demand without suffering negative impact on costs, service levels and IT customer satisfaction.
Conversely, organizations who have already established digital service management capabilities—such as a self-service IT portal, a service catalog, live chat, peer support, and smart service desk chatbots—are able to spread demand across multiple channels and provide service to a much larger number of IT customers simultaneously.
To help Service Desk Managers and I&O Leaders, Axios Systems recently released a report from Gartner entitled “Running an Effective IT Service Desk During and After a Pandemic”, providing them with insights into how the service desk can overcome these challenges:
"Things will eventually return to normal, but it will be a ‘new normal.’ I&O leaders must take the opportunity to leverage the changes in employee behaviour and how those will change IT support requirements to offset the challenges of cost optimization on I&O budgets." Gartner, Running an Effective IT Service Desk During and After a Pandemic, 2020.
The report, published during the first peaks of the global pandemic, offers it’s readers the opportunity to learn what approaches other I&O leaders have put into place, and how the return to a ‘new normal’ is accelerating Level 0 support initiatives like self-service and a service catalog.
“Unavailability of telephone-based support is driving I&O leaders to offer alternative support methods that are new or have not been fully supported previously,” say Gartner. “Business consumers will come to rely on these alternative support channels after employees are able to return to the office.” Gartner, Running an Effective IT Service Desk During and After a Pandemic, 2020.
Axios Systems have been helping customers handle the mass-shift from office working to home working through the implementation of modern digital support channels and automation of back-end delivery processes—which work together to multiply the support team’s capacity.
One customer, a leading global oil giant used the assyst cloud ITSM solution to seamless transition 60,000 employees to home working in just two days. Half of employees didn’t have the technology they needed to work from home--they were provided with laptops and device bundles (including 4G dongles, mobile phones, and multimedia kits) to ensure they were properly connected. 12,000 IT requests and 8,000 HR requests were logged. Through the rapid and extensive application of automation in assyst, the company was able to satisfy these requests; many of which were handled by “zero-touch” digital service orchestrations to deliver digital services without human intervention.
The common theme across all customers is that IT organizations are having to accelerate the digital transformation of the way IT operates and the way it interacts with customers. The implementation of service catalogs, self-service portals, virtual agent chatbots, and peer support collaboration tools have risen to the top of the agenda to allow the service desk to handle a sustained plateau in demand.
Markos Symeonides, Regional CEO and Head of Product Strategy for Axios Systems said “Our omnichannel support services are delivered with the immediacy and accuracy that end-users expect, on their platform of choice.”
Mr Symeonides added “Deploying ready-made, fit-for-purpose chatbot and virtual agent services deflects low-level calls, eases the load on support staff and reduces costs. But cost savings for IT are not the major driver here. Employees need IT services to do their jobs and keep the lights on. Every minute an employee is blocked by an IT issue, this translates to measurable losses in productivity and, when compounded with market pressures, potentially devastating financial losses.”
“This can have a lasting impact on a business’s’ ability to generate revenue and a government agency’s ability to support citizens. It is only through digital innovation, good practice and common sense that we can end the firefighting and free up the business and IT resources to innovate our way out of this crisis. Innovation drives efficiencies which create room for further innovation. With the right technology, organizations can quickly become more lean and agile—putting them in a better position to not only survive but to thrive.”
Robert Herring, ITSM Manager at MMG said “The assyst process workflows allow us to implement the solution right across the business, and as we grow, we can add more and more automation, giving us the visibility of resources required to fulfil the services. This enables us to save time and money or use resources elsewhere.”
Zahra Al Sharif, Head of Support, Dubai Courts commented “assyst self-service has increased our customer satisfaction through providing Dubai courts with an efficient and streamlined process. Users are now able to log and track their own incidents and feedback has been positive all round.”
Read the report: Running an Effective IT Service Desk During and After a Pandemic
assyst is a modern IT management solution which unifies IT Service Management (ITSM) and IT Operations Management (ITOM) in a single cloud app. assyst is your eyes and ears, giving you real-time visibility over IT performance and a service-oriented view of your infrastructure and activities. With a complete view of what’s going on, you can sense, respond, track, and plan more efficiently and effectively. The result: better alignment, less downtime, more business happiness.
About Axios Systems
For over 30 years, Axios Systems has been committed to helping customers achieve business success through the effective and efficient management of their IT services and systems. We help large organizations enhance capabilities, improve maturity, and transform IT from a back-office support group into a business-leading innovator.
Axios Systems has a proven track record of success, with over 1,000 customers from over 80 countries across all industries including many Fortune 500 businesses and large government agencies.
For more information visit www.axiossystems.com