From Butler Group
With companies going global and their IT infrastructures becoming more decentralized, there has been a necessity to staff an adequate service desk for quite some time. Although all applications can manage trouble tickets and call volumes, the rapid increase in complexity within an organization’s IT environment is causing greater call volumes. Most service desk applications only automate the business process involved, thereby reducing call length, and do not provide a solution that can better address call volumes and service desk staff efficiency.
To address call volume, companies have three options available to them: increase the service desk staff, decrease the amount of calls coming into the desk, or increase service desk staff efficiency in responding to calls. With the shortage of IT labor in the market and massive turnover rates in the service desk, experienced service desk staffers are hard to find. Decreasing the amount of calls to the service desk would require organizations to more aggressively homogenize its IT environment and train their workforce for the tools provided. These efforts have been difficult to perform adequately, as global organizations cannot keep their IT environment from diversifying and training end-users only provides a marginal remedy.
Vendors are beginning to realize they must empower the end users themselves and focus the users’ interactions with the service desk to increase staff efficiency. They must provide the functionality to solve end-user issues or get them to a point where technician time is limited to a minimum. The business processes around the service desk application must be transformed from a reactive touch point to a proactive self-service portal. Some applications are already beginning to enable end users to shift such basic functions as password reset to a self-service function.
With companies going global and their IT infrastructures becoming more decentralized, there has been a necessity to staff an adequate service desk for quite some time. Although all applications can manage trouble tickets and call volumes, the rapid increase in complexity within an organization’s IT environment is causing greater call volumes. Most service desk applications only automate the business process involved, thereby reducing call length, and do not provide a solution that can better address call volumes and service desk staff efficiency.
To address call volume, companies have three options available to them: increase the service desk staff, decrease the amount of calls coming into the desk, or increase service desk staff efficiency in responding to calls. With the shortage of IT labor in the market and massive turnover rates in the service desk, experienced service desk staffers are hard to find. Decreasing the amount of calls to the service desk would require organizations to more aggressively homogenize its IT environment and train their workforce for the tools provided. These efforts have been difficult to perform adequately, as global organizations cannot keep their IT environment from diversifying and training end-users only provides a marginal remedy.
Vendors are beginning to realize they must empower the end users themselves and focus the users’ interactions with the service desk to increase staff efficiency. They must provide the functionality to solve end-user issues or get them to a point where technician time is limited to a minimum. The business processes around the service desk application must be transformed from a reactive touch point to a proactive self-service portal. Some applications are already beginning to enable end users to shift such basic functions as password reset to a self-service function.
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