Digital Transformation – Three Common Practices that Help IT Earn Employee Trust


Companies are relying on modern technologies to transform the way they build products, manage supply chains, and customer relationships. IDC expects that 2/3 of all CEOs will include Digital Transformation (DX) in their business core strategy this year. As enterprises digitally transform business processes, IT must also evolve ITSM technologies and best practices. Leveraging manual workflows and disparate tools not only degrades productivity, it also tarnishes the perception of IT’s ability to drive DX initiatives.

Transforming ITSM

Here’s what progressive IT organizations that earn the trust of employees have in common…

Mobility: they make themselves accessible by setting up self-serve options like support desk kiosks and IT vending machines, allowing employees walk-up access for common requests.

Similarly, mobile ITSM software allows users to access IT services from anywhere, anytime, on any device. IT can leverage telemetry such as the user’s location and device information to provide real-time assistance that’s specific to their issue type and location.

Mobile workers find that submitting tickets and waiting 2-4 days for a response is inefficient, especially for simple requests like gaining access to applications or printers. In fact, they may not even be in the same location when IT replies.

Analytics: to create faster and more intuitive ITSM interactions, it’s essential that IT utilize its access to operational data associated with user’s preferences and priorities.

By surfacing, analyzing and correlating user and IT related information, IT can personalize the service experience and apply best practices to automate routine tasks such as password resets, enabling system access and escalating tickets.

This form of data driven automation allows IT incident and service request volumes to be shifted away from the phone and email inbox and be handled through self-service and automated ITSM delivery channels.

Social: Employees want self service tools that allow them to access resources, solve simple issues, or have questions answered without having to pick up a phone or submit a ticket. However, they still want to reach IT for a fast response.

While knowledge bases are a starting point, they tend to consist of numerous documents and require users to find their own answers. What employees want is to intuitively interact with software that leverages knowledge base information to provide real-time support. According to Service Desk Institute (SDI) research, two out of every five organizations rank “low self-service adoption” as one of their top causes of IT service desk pain.

IT staff also benefit from collaboration within social feeds by allowing them to share knowledge on incidents and receive updates on tickets in real-time.

Taking action

Just as business leaders are investing in cutting edge technologies to improve business outcomes, IT must continuously refine solutions to better scale and optimize services.

By maintaining collaborative relationships with business stakeholders and gaining insights into user behavior, IT can enhance its support channels with intelligent, real-time options that exceed expectations.

Stay tuned for my upcoming blog on how AI-based automation strengthens the value of mobile, social and analytics in ITSM.

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Robert Young

Robert Young

Robert Young is the Senior Director of Product Marketing at Astound, a company focused on automating IT service and support using AI and NLP. Robert has two decades of experience in ITSM, including 5 years at IDC as Research Director for ITSM and Client Virtualization Software. He also previously held IT operations and knowledge management positions at several large enterprises and while on active duty with the U.S. Air Force. Robert continually looks at how cloud, mobile, and AI technologies are changing not only how users interact with devices, but also how IT organizations interact with their customers.