Traditionally, a user would contact the service desk because of a problem of technical issue. The technician handling the request will then put the customer on hold and then complete the required documentation in order to start the ticket. Only then could the issue be resolved or escalated . It is only after the ticket is closed out will the user get an additional confirmation. It may take a few hours or even days based on how critical the problem is.
This inefficient operational approach can cause stress and boredom among staffmembers, which can cause productivity levels to drop. Automating the service desk is the best way to go!
Help desk software solutions offer powerful help desk automation functionality based on customizable business rules. These capabilities are essential for the automation of help desk software. In case where you wish a full report about Automation in ITSM,
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Automatically capturing and logging all requests received
Based on the skill of routing, it will automatically assign each problem to the right Help Desk Technician (or group)
Notifying the technician in a timely manner that a new task has been assigned
Automatically prioritizing issues according to rules (i.e. System, severity, reporting person
Automated routing and due dates based on customizable service level agreements (SLAs).
Document successful solutions to problems so that they can be utilized in the future.
Creating and automating workflows to deal with processes such as user onboarding
The documentation of conversations with the user
Notifying users in advance of issues resolution or escalation
Automatically surveying users after the problem is resolved to determine the level of satisfaction
Generating reports based on issue-related or service-related metrics, then transmitting them to stakeholders
Automation will also allow you to process simple request without the need for human intervention, such as:
Password resets
Folder creation
Permissions
No question on automation
Automating is an essential requirement when you're able to automate. The initial investment in technological solutions that enable automation will be quickly returned with increased efficiency, decreased errors, and increased satisfaction with customers.
Increase the frequency and duration of status updates
One of the things that frustrates most end users is not knowing the status of their concern or the length of time they will need to wait before it's solved. It is possible to set up automated programs to send customers regular updates on their tickets or requests.
It is possible to reduce the number of inquiries the service desk gets by keeping your customers informed. Automated alerts are able to inform you when an issue is resolved that falls outside of the service-level agreement. This will ensure that nothing is left behind.
Digital artificial intelligence transformation can lead to us being obsessed with our customers technology that we fail to provide the same technology to our employees. Automating your service desk is one incredibly easy way to give them the help they require.
